Manager, Customer Care

Job Description

Accountable for the direction and management of the Contact Centre operations including the achievement of all service, cost, productivity and quality standards.  Recommends or develops procedures and policies to meet national standards and targets and takes corrective action to maintain the reliability of Contact Centre Services (e.g. Telephone Service, Trace Mail Service, Priority Courier Service).  Establishes and maintains a continuous contact with customers to ensure a high level of customer service satisfaction.  Brings a quality control perspective to Contact Centre operations.

Leads and manages initiatives that analyse information on service failures and customer service issues in order to identify trends and patterns and ensures that appropriate organizational areas respond to customer service recommendations and initiate corrective actions.

Manages the preparation of fiscal year and long range business plans and budgets and their integration with Corporate plans and budgets.
 

Job Responsibilities

Below are the main job requirements and responsibilities for the Manager, Contact Centre.

1.    Manages the operation of the Customer Service Contact Centre to ensure the provision of excellent customer service.

2.    Is accountable for the direction and management of all aspects of the Contact Centre operation including the achievement of all service efficiency, production, cost, quality, safety and performance standards.

3.    Ensures that national Contact Centre operations policies, systems and procedures are implemented and followed.  Recommends or develops policies and procedures to meet standards or targets established nationally; monitors adherence to procedures and takes any corrective actions necessary to maintain the reliability of the Contact Centre services.

4.    Actions emergencies flagged at the national and divisional control level relative to service failures - e.g. major transportation incidents, delayed mail, service failure, news releases, etc.

5.    Establishes and maintains a continuous contact with customers to ensure a high level of customer service.  Implements systems to monitor customer service, expedites action to resolve disputes and to support the Divisional sales and services work force and postal users.

6.    Provides advice on the Corporation's products and services to ensure understanding and uniform and consistent application of the rates and regulations.
 

Job Responsibilities (continued)

7.    Provides recommendations to Corporate Sales and Services on customer needs and requirements in the determination of policy, programs and direction.

8.    Implements an enquiry management information system to ensure that relevant and accurate information is received for analysis purposes, integrated with the appropriate corporate function and followed-up for assessment and distribution of results.

9.    Develops divisional contingency plans to maintain service during emergencies or interruptions, and implements systems to monitor customer service satisfaction, and quickly resolve disputes in order to ensure a high level of service.

10.    Establishes and maintains contacts in all functions in the Divisions and at the Head Office to ensure that coordinated efforts are initiated and maintained to resolve customer service problems. Liaises with other functions to ensure they are aware of matters which have an impact on customer service.

11.    Manages the preparation of fiscal year and long range business plans and budgets and monitors the expenditure of financial and person year resources within the authorized spending levels.

12.    Ensures, through succession planning and training, a continuing development of competent staff for Sales and Service and with potential for other assignments in CPC.
 

Qualifications

Education

•    Completed post-secondary, preferably in a related field OR a combination of equivalent professional experience and training

Experience

•    3 to 5 years of relevant functional experience 

•    2 or more years’ experience managing people

•    One or more years of experience in a unionized environment an asset

Other Candidate Requirements

•     Proficient computer skills and competent with Microsoft Office programs

•    Designation and or certifications programs may be required for certain positions 

•    Excellent team building and leadership skills and experience

•    Sound organizational, analytical, judgement and decision-making skills with proven abilities in problem solving

•    Strong interpersonal skills with an ability to build and maintain relationships

•    Strong oral and written communication skills