Customer Operations Manager

  • Location
    North York, Ontario
  • Salary
    $ 80000 - $ 95000 / Yearly
  • Job type
    Direct Hire
  • Category
    Call centre & customer service - Customer Service

Customer Operations Manager job opening in North York, ON

Adecco is currently seeking an experienced Customer Operations Manager who can lead our client’s representatives to better performance and improve service quality from start to finish. This position is located in North York, ON and easily accessible by TTC bus or free parking  – please note that the Customer Operations Manager job opening in North York, ON is also a hybrid setup of 3 days/week onsite.

The Customer Operations Manager will assist in promoting and adjusting the various customer-centric teams objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings while working with a small yet dynamic team.  This position will work closely with the sales team in driving customer success with their dealers and distribution channels.  Our client is in the custom design/manufacturing industry.

Some of the responsibilities of the Customer Operations Manager job opening in North York, ON include, but are not limited to:

  • Manage, initiate and direct all aspects of customer-led operations; training, coaching, and leading the teams as they provide support for customers.
  • Maintain and improve operations by establishing and monitoring performance, identifying and resolving problems, completing action plans, completing audits and analysis, process improvement and quality assurance programs.
  • Leading team meetings, asking questions to better understand the calls/issues/trends representatives are dealing with, educating and coach workers regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing customer service goals.
  • Work closely with the various departments involved in the life cycle of the order and work to create efficiencies and collaborative functionality.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Manage budget by setting up and meeting performance goals and targets for speed, sales, efficiency, cost and quality.
  • Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
  • Escalations and problem solving.
  • Taking on other tasks or projects to support employees, other managers, and operations.
  • Qualifications for the Customer Operations Manager job opening in North York, ON include:

  • A minimum of 4+ years in a similar related role within customer service and operations; direct Manager experience required.
  • Strategic, forward thinker with ability to make short term and long term targets come to fruition (driven, innovative).
  • Proven results in effectively hitting performance goals and targets.
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  • Strong coaching and leadership skills, ability to motivate employees; positive and can-do/roll up your sleeves personality is key!
  • Decisiveness and attention to detail.
  • Proficiency with necessary technology, including computers, software applications, etc.
  • If you are interested in this hands on yet strategic Customer Operations Manager job opening North York, ON please be sure to apply today for consideration of this exciting full-time, permanent career opportunity.  Our client offers a hybrid set up (3 days/week in office), competitive compensation between $80-95K (commensurate based on experience), company paid benefits, group RRSP, pension plan,  and more.  Are you ready to bring your drive, passion, skills and experience to this team and organization and see the direct results of your hard work?  Apply today!

    • Apply with Adecco

    Reference number CA_EN_1_026575_2008751

    Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.

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