Service Business Support Team Manager
Miele•Vaughan, ON
•CA$65,000 - CA$75,000•Onsite
About The Position
This role involves leading, coaching, and developing a team of customer service representatives and team leads within a high-volume bilingual contact center. The focus is on fostering a high-performance, customer-focused culture and ensuring daily operations meet or exceed key performance indicators (KPIs). The position also requires managing complex customer escalations, designing and improving training programs, managing workforce planning, analyzing performance data for continuous improvement, and leading employee engagement initiatives.
Requirements
- Degree in business administration, communications, or a comparable qualification.
- 7–10+ years of experience in a call centre or customer service environment, including leadership experience.
- Bilingual (e.g., fluent in English and French), with strong written and verbal communication skills.
- Deep expertise in call centre operations, KPIs, and performance management frameworks.
- Strong people leadership with proven coaching and mentoring skills and a passion for developing high-performing teams.
- Strong analytical skills and comfort using data to drive decision-making and performance improvement.
- Experience managing budgets, incentives, and operational costs in a customer service environment.
- Highly structured and able to present complex information clearly and persuasively to senior stakeholders.
- Excellent problem-solving, escalation management, and conflict resolution skills.
- Proficiency with CRM systems and contact centre technologies (e.g., Genesys, SAP).
- Proactive, solution-oriented mindset and strong organizational skills.
Responsibilities
- Lead, coach, and develop a team of customer service representatives and team leads in a high-volume bilingual contact centre environment, fostering a high-performance and customer-focused culture.
- Oversee daily operations, ensuring service levels and key performance indicators (KPIs) such as SLA, AHT, FCR, CSAT, NPS, and quality scores are consistently achieved or exceeded.
- Manage and resolve complex customer escalations, acting as a senior point of contact to ensure timely and effective resolution.
- Design, implement, and continuously improve training, coaching, and development programs to enhance team capabilities and performance.
- Manage workforce planning, scheduling, and resource allocation in collaboration with cross-functional partners.
- Analyze performance data, identify trends, and implement continuous improvement initiatives to drive operational efficiency and customer satisfaction.
- Lead employee engagement initiatives, including team events, recognition programs, and communication strategies.
Benefits
- Healthy balance between the demands and the appreciation of our employees.
- Opportunity to experience and profit from our good working environment.
- Opportunity to grow personally and professionally.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
