Business Customer Service Manager (Remote)

Being a Business customer service Manager means implementing the actions necessary for the delivery of the service offer while aiming to improve the efficiency and productivity of your team. It also means mobilizing and maximizing the contribution of your employés.es, while ensuring their evolution and the development of their skills through personalized coaching. Your collaboration, your power to act, your leadership in action and your ability to manage priorities will allow you to be the ideal manager.

Your job

• Mobilize your team to increase the quality of service and customer loyalty.
• Ensure the evolution of your employés.es and develop their skills through personalized coaching, supporting them in their career path, with a particular emphasis on customer satisfaction and proactivity.
• Actively contribute to the transformation of the sector by influencing project flow, policies and procedures to increase efficiency.
• Identify opportunities for process improvement using feedback from your team and partners.
• Develop the business plan, taking into account information on potential sector opportunities, competitive constraints and operational issues.
• Communicate the expected contribution, in line with the sector’s business plan, to your team and identify the expected behaviours and activities in order to achieve the objectives.
• Establish and maintain a relationship of complicity with the various stakeholders in order to contribute to the achievement of common objectives.
• Ensure that the employees on your team work collaboratively, to promote knowledge sharing and the achievement of objectives.

Your team

You are part of the Business Customer Service team, which consists of approximately 100 advisors and report to the Senior Manager, Business Customer Service. This team plays a remote advisory role with our corporate customers for all of our solutions. You act as a leader in your field of expertise and you support the team in a dynamic way, in achieving the sector’s business objectives, all in a call center context.

The position is in Edmonton; the center is open from Monday to Friday from 7:00 AM to 8:00 PM, Eastern Standard Time (7:00 AM to 6:00 PM, Mountain Standard Time).

Prerequisites

• Industry-related bachelor’s degree and 6 years of relevant experience OR Industry-related master’s degree and 4 years of relevant experience
• Experience in personnel management
• Experience in coaching and talent development
• Excellent ability to manage change and mobilize your team
• Strong emotional intelligence and resilience
• Good operational risk management and ability to find innovative solutionsCall center experience, desirable
• Knowledge of the products offered to companies, a strong asset