Overview: This position is pivotal in driving improvement to the customer experience by creating strategy and focus. The key departments that report directly to this role include CQA (Contact Quality Assurance) and L&D (Learning and Development). Each team takes the work of the previous team to enable changes within Customer Care that drive improvement and ultimately results in an a consistent Customer experience.

Responsibilities & Accountabilities
• Acts as the advocate of the customer experience through data insight and knowledge. This is a result of data collected and analyzed through CQA.
• Drive continuous improvement to the overall customer experience by creating focus within key departments such as the Continuous Improvement Team.
• Articulates, raises key issues and present business cases for key projects and changes that address customer issues and concerns.
• Responsible for the preparation, and documentation of all projects in support of the quality experience
• Responsible for the leadership, management and direction of CQA, and Learning and Development.
• Works with the Customer Care Senior management team for Customer Care to create strategy and tactical plans to drive improvement to the Customer and Specialist Experience. This includes process improvements, system enhancements and on call efficiency and sales and problem resolution effectiveness. Ensures that each department that reports to this individual is clear in its role and is aligned in their objectives and to the objectives of the departments they support.
• Effectively able to proactively identify and remove obstacles to successful innovation
• Facilitates the development, implementation, maintenance and improvement of consistent, best practices quality processes.
• Develops a good working relationship with other functional areas, promote services provided by and establish a general perception of value added by CQA and L&D,
• Creates a foundational methodology that will create focus to key customer issues.
• Leads monthly sessions with senior management that identifies specific customer issues and reports on the impact and effectiveness of changes that have integrated into Customer Care.
• Creates and reports on a rolling 90-day plan that reports on small improvements that will be made. Visible role model with clear expectations to reach a high level of motivation and achieve the desired results
• Provides leadership and management to the various departments that report to this position.
• Coaches and develops direct reports.
• Manages a team of 25+ employees (2 direct reports) split across two sites
• Ensures alignment of departmental strategy to Key Customer Care objectives

• A minimum of 6 years related business experience within a Contact Centre environment
• Demonstrated leadership skills with a minimum of 5 years of mentoring, coaching and developing direct reports
• Previous experience working with a Contact Quality system - Witness (preferred)
• Experience working on and leading cross-functional teams and managing multiple projects simultaneously
• Relevant university degree; or equivalent business experience
• Strategic and innovative thinker with an ability to evaluate and provide strategic recommendations to leadership
• Strong verbal and written communication skills and advanced presentation skills
• Ability to problem solve and make decisions under pressure
• Proactive, resourceful and innovative
• Ability to work independently and as part of a team

Please send your resume via email to
Michelle@sharedvision.on.ca indicating the job title in the subject line.

Date: July 29, 2008
City/Town: Toronto
Location: ON/Toronto/GTA
Wage/Salary: Commensurate with Experience
Start: Immediate
Duration: Full-time/permanent
Type: Full Time
How to apply: send resume by email
Company: Shared Vision Management Search Inc.
Contact: Michelle Casimiro

Job Scope

The company Infrastructure Services Operations’ division operates high quality services, including Help Desk support for the whole range of product, services and solutions. The Global Support Center structure of this division is articulated around three strategic Call Centers, one in Europe, one in Canada and one in Singapore. The Global Solution Center is a business to business support environment.

Key Responsibilities

• The Customer Support Specialist team is responsible for processing Trouble Calls from services end-users: ensuring all problem solving, and follow-up steps are followed until complete resolution of the problem.
• Provide escalation service intending to warn the different operational layers of the problem and provide a reporting service as well as Fault Analysis reports.
• To ensure that Trouble Calls issued by services end-users are correctly logged.
• To ensure that Field Service technician is dispatched to the faulty equipment and that resolution steps are followed-up to the complete resolution of the problem.
• In the event that problem cannot be resolved within stipulated timeframes to escalate fault to the appropriate department / team for action and to track the problem till these are resolved.
• To update customers regularly as to the status of their fault reports in order to meet the global service level agreement requiring regular customer updates.
• To monitor messages in order to update fault reports.
• To monitor and support Desktop Technical Service fault reports through from first report to restoration of service. (Close the incident or call)
• To achieve and exceed level of service requirement with customers.


- Expected to work shifts in a 7x24 operation
- Education and training: Minimum of College degree or work equivalent
- Experience: Customer-facing and Customer Service positions, as call center or customer service agent desirable, 1 to 2 years of relevant experience will be advantageous
- Technical competencies: Basic PC skills, OS II knowledge, MVS experience or experience in supporting airline or travel application software (TPFS)
- Languages: High level of proficiency in spoken and written English, Spanish, Portuguese and French
- Full time and/or part time positions
Excellent Customer Service Focus

- Team Spirit
Decision making and responsiveness
Effective communication skills
Ability to work in a multicultural and international environment
Dedicated and stable

Please send your resume via email to job@itchapter.com indicating the job title in the subject line.

Date: August 14, 2008
City/Town: Montreal
Location: QC/Montréal
Wage/Salary: 40000$+
Start: Immediatly
Duration: Unlimited
Type: Full Time
How to apply: Please send your resume by email in MS-Word format
Company: Andante - IT Chapter
Contact: Olivier Abecassis

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