Head - Customer Service

Primary Job Responsibilities

1. Drive organization to meet/exceed service level requirements

2. Managing Voice (Inbound) & Non Voice (Email) Processes.

3. Identify process improvement opportunities and implement changes as needed

4. Providing Resolutions.

5. Managing escalations.

6. Managing 50 Corporate seat & 50 Call Centre seats

7. Conduct regular customer satisfaction surveys to measure overall member satisfaction

8. Understand and operate within legislative and privacy compliance

9. Ensure timely hiring and training of staff supporting the markets

10. Work to establish meaningful goals and metrics for all pertinent functions as they pertain to both internal and external expectations and requirements

11. Actively support and encourage process reviews and quality audits of operation and customer service functions and incorporate results into performance evaluations

12. Actively participate with Managers and the Executives in developing annual and ongoing Corporate goals and develop the strategic and tactical initiatives to implement successfully. Effectively perform Leadership functions for varied corporate initiatives

13. Ensure the Customer Service center is properly staffed to achieve performance standards.

14. Ensure that the Executives receive the appropriate updates and notification of potential business risks

Establish and maintain an environment where new ideas and solutions are encouraged, evaluated, quantified and implemented

15. Influences staff to achieve organization and corporate objectives while helping employees understand current and new business directions

16. Maintain a positive work climate and culture while managing change. Implement and monitor tactical business plan for redesigned processes to ensure smooth and measurable implementation

17. Challenge, manage, and motivate operational staff to be responsive to performance expectations in a rapidly changing work environment

18. Ensure personnel are properly selected, assigned, trained and motivated to accomplish results necessary for successful operations.

19. Coach direct reports and staff to reach their full potential. Promote and execute development plans which strengthen and broaden staff skill sets critical to their current and future job performance

20. Anticipate resource needs, establish appropriate priorities and eliminate unnecessary functions. Balances short term consequences against long-term strategic vision. Recognize and promote diversity

21. Responsible for designing KPI's & Matrix's.

22. Responsible for PMS

23. Responsible Employee Development.

Required Experience

1. Bachelor's Degree with 8 - 13 years Customer Service/Call Centre experience or equivalent

2. Working knowledge of Customer Service centre and operation metrics and reporting tools, scheduling and staffing tools and quality control/call monitoring processes

3. Strong project management skills and techniques

4. General knowledge of Internet and Intranet

5. Must have strong interpersonal and communication skills

6. Ability to manage multiple priorities and adapt to changing conditions

7. Demonstrated achievements in project management leadership

8. A demonstrated team - oriented leadership style with the ability to motivate others