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
Requirements
• 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
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