CUSTOMER SERVICE OPERATIONS MANAGER

  • Category
    Office, clerical & administrative - Operations
  • Job type
    Direct Hire
  • Location
    Mississauga, Ontario

Our growing Mississauga client is looking for a Customer Service Operations Manager to join their team. The ideal candidate will have a minimum of 3-5 years related experience and will be responsible for the following:

CUSTOMER SERVICE OPERATIONS MANAGER POSITION SUMMARY

The Operations Manager is responsible for leading the customer service team in executing their mandate of customer service and operational excellence in accordance with contract requirements. This is achieved through the development of plans/programs and procedures, human resource management/optimization, performance standards, employee engagement programs/initiatives, effective recruitment and training programs and innovative continuous improvement initiatives aimed at achieving/exceeding service levels and enhancing productivity, profitability, client expectations, customer satisfaction, contract compliance and employee engagement.
Duties
Responsible/accountable for the oversight, leadership, direction and management of all aspects of delivery of customer service includes people, processes, tools/technologies, and performance management.
Manages HR and Administrative functions such as recruitment, termination, training and skills development, coaching/mentoring, discipline, performance assessment and evaluation.
Plans, coordinates and monitors all customer service activities in collaboration with the operations team and responds to, investigates and resolves operational issues in a timely and efficient manner.
Participates in the development and continuous refinement of a flexible and dynamic Workforce Planning, Scheduling and resource optimization program to ensure each operational area is adequately staffed with qualified and trained personnel in accordance with forecasted operational needs and ensure flexibility to respond to unforeseen Day of and ad-hoc emergency resource requirements.
Fosters and maintains effective working relationships/partnerships with the client and key stakeholder groups which interact with the customer service team on a daily basis to coordinate activities, identify and resolve potential and/or actual process/procedure or performance gaps, respond to unforeseen operational events and to seek opportunities for improvement.
Attends and participates in client meetings, committees or planning/working groups
Establishes and implements a system of monitoring, auditing, tracking, recording and reporting service delivery performance/quality assurance against established Key Performance Indicators (KPIs) to ensure consistency and quality of service and achievement of standards and metrics.
Continually assesses the operation, performs gap analysis and identifies trends and/or root causes of problems; investigates service level deficiencies and develops and implements appropriate corrective action plans. Prepares monthly, quarterly and annual reports and regularly reviews service and performance metrics with company senior management team to gauge performance improvements over time.
Ensures compliance with all company and client policies and standards, contractual obligations as well as government regulations, inclusive of Health and Safety, Official Languages, Inclusivity and Sensitivity standards.
Maintains records and prepares reports relative to the operation, staffing levels, performance metrics, incident/events, compliments/complaints, etc.
Creates and continually promotes a culture of continuous improvement and innovation which leverages technology and best practices and new ideas and initiatives to improve services/processes.
This includes the establishment of a front-line employee continuous improvement and innovation program which encourages, recognizes and rewards front-line staff to identify recommendations/solutions to operational issues/challenges.
Participates in the preparation, control and management of the customer service operational budget and expenses and tracks, measures and reports on financial performance
Establishes, implements and tracks the success of a comprehensive employee engagement program aimed at achieving operational and customer service excellence and fostering a culture of continuous improvement, collaboration and innovation inclusive of employee recognition and reward programs and events/activities to celebrate success.
Supports/participates in preparation for union contract negotiations and associated labour dispute contingency plans.

POSITION REQUIREMENTS
Education and Experience
PostSecondary Certificate, Diploma or Degree;
Five (5) years of management experience in leading a large team; preferably in an operational and/or customer service environment;
Experience in working within a unionized environment;
Working knowledge of Human Resource principles and practices and experience in the interpretation of Collective Agreements.

Qualifications
Candidates applying for this position must be: A Canadian Citizen or Landed Immigrant;
Have a clear criminal record;
Possess a valid Ontario Provincial Drivers Licence;

Skills, Abilities and Personal Suitability
Inspirational leader and role model with a proven track record of translating vision into action and creating a highly motivated, engaged and empowered workforce;
Excellent oral and written communication, presentation and facilitation skills with a proven ability to conduct professional business communications;
Strong customer service, conflict resolution and interpersonal skills with an unrelenting commitment and passion to customer service excellence;
Strong organization, planning, time management, project management and human resource management, planning and scheduling skills;

Experience being a Customer Service Manager within the Hospitality Industry (Hotels/ Concierge) or Transportation is an asset.

Salary 75K-80K

If you are interested in this fantastic opportunity then please email your resume directly to charla.sevitti@adecco.ca asap. B1098

  • Apply with Adecco

Reference number CA_EN_1_021098_12132653

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.

Someone from Adecco/Roevin just contacted me, how do I tell if it’s legit or a scam? Here's how to protect yourself →