Manager, Client Care

  • 3-5 Year
  • Canmore, Halifax, Mississauga, Toronto
  •   Posted On: October 13, 2017
  •   Skills: 
  • Industry: Customer Service
  • Qualifications Required: Bachelor's Degree
  • Job Type: Full Time

Job Overview

Roles & Responsibilities

  • Effectively manage, coach and develop a team of client agents
  • Ensures solutions and decisions drive efficiency, productivity, return on investment and quality in the business
  • Proactively shares, develops and implements best practices
  • Communicate expectations, analyze data, prioritize and action individual and team results
  • Oversees organization and prioritization of workload in real time to meet customer requested due dates in conjunction with the Order Control Desk.
  • Acts intuitively and proactively to identify & communicate unusual fluctuations in volumes and workload balancing load accordingly in conjunction with the Order Control Desk.
  • Conducts daily coaching for success and provides immediate performance feedback during sessions
  • Creates and implements individual personal growth plans with each direct report
  • Deliver service excellence to internal and external customers
  • Handle escalated customer complaints in a timely and satisfactory resolution and identify root cause and process gaps in order to avoid repeat
  • Monitor and action service order quality results
  • Capture and log daily, weekly and monthly key metrics and action as appropriate
  • Knowledge of and ability to perform Performance Management practices

Essential skills / competencies

  • 3 to 5 years experience in a management role
  • Excellent interpersonal skills with effective listening, comprehension (written and verbal)
  • Strong communication, negotiation, leadership and mediation skills
  • Ability to act as a catalyst for change and continuous improvement
  • Ability to use data and develop analysis to assess impacts of work
  • Ability to work in a team environment, building a cohesive team and obtaining cooperative teamwork and collaboration from other departments
  • Ability to anticipate future obstacles and consider alternate solutions
  • Strong ability to multitask with a high level of adaptability
  • High level of skill in trouble-shooting, problem solving and prioritization
  • Proficient in Excel and Powerpoint.
  • Analytical

Preferred skills / competencies

  • Knowledge of Voice Provisioning Tools
  • Experience in distributing or balancing workload for a team or group.
  • Previous position of Leadership/Coaching
  • Knowledge of the current BellAliant collective agreement
  • Knowledge of Business Voice and Data products
  • University Graduate

About Bell Canada

As Canada’s largest communications company, Bell provides consumers, businesses and government customers with solutions for all their communications needs: 4G LTE wireless with Bell Mobility and Virgin Mobile Canada (national) Bell Fibe Internet (Ontario, Québec, Atlantic Canada and Manitoba) Bell Fibe TV (Ontario, Québec, Atlantic Canada and Manitoba) and Bell Satellite TV (national) Bell Home Phone, local and long distance (Ontario, Québec, Atlantic Canada and Manitoba) Broadband communications technology and connectivity solutions including data hosting and cloud computing through Bell Business Markets (national) Bell offers industry-leading wholesale solutions including connectivity, hosted and professional services and network equipment to Canadian and international service providers Bell Media is Canada’s premier multimedia company in conventional, pay and specialty television; national radio; digital media; and out-of-home advertising.

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