Customer Service Manager

Full Time

Website clearly

We are very lucky to offer several incredible opportunities to join our team, and we are currently recruiting for a mission driven Customer Service Manager to join our team. The Customer Service Centre is responsible for delivering a world-class experience to customers across multiple markets and brands. As the Manager of Customer Service, you’ll have the opportunity to drive this experience through your Team Managers to our frontline teams. If you are bilingual French/English this is considered a strong asset.

You will oversee various responsibilities including managing the leadership and support teams in Customer Service while ensuring operational KPI’s are met across a wide range of teams designed to service the business and customers.

Your ability to lead, delegate and set strong action plans will be crucial towards the success of the business.

The Customer Service Centre is operational 7 days a week including some holidays. This position will require flexibility (sometimes with short notice) based on business needs and operate in multiple time zones.

Key Responsibilities:

  • Maintaining operational KPIs which include service levels across all channels and all markets. This will include Voice, Email and Chat with the possibility to new channel additions in the future.
  • Maintaining performance KPIs which include adherence and quality with a particular focus on NPS and FCR.
  • Managing the leadership team within Customer Service (all team managers and support functions).
  • Monitor performance closely and provide feedback to the various teams ensuring a mutual level of accountability and at times, progressive discipline if their KPI’s aren’t being delivered.
  • Provide optimization recommendations to your manager that will enhance the site performance, improve processes and above all, the experience of our customers.
  • Take escalated situations from customers and employees where applicable ensuring reasonable and fair resolution.
  • Be a stakeholder for colleagues within the business on multiple projects, including change projects, quality, and performance.
  • Developing and coaching your team, to build engagement and a pipeline of future leaders.
  • Work as part of the Management team including cross department and brand collaboration with all levels of management.
  • Providing accurate and to other stakeholders and management on performance.
  • Being able to deliver presentations confidently and provide the wider business with useful and insightful information when requested and proactively.
  • Be a champion of change and encourage others to follow your lead.
  • Recommending methods of improvement and seeing that actions are implemented on time including milestone measures of success.
  • Working with WFM and the training teams to ensure we are properly resourced and training needs are met across the teams.
  • Own, manage and maintain budgets and provide accurate and on-time forecasts with a strong focus on driving lean savings.
  • Leverage LSS methodologies and drive efficiency each year through process optimization and efficiency gains.
  • Service Delivery

  • Be an expert by understanding the customer journey for all areas of the business, knowing the different touch points and potential failures to be able to demonstrate to your team the right route to take while constantly finding ways to improve the experience for customers and end-users.
  • Demonstrate an understanding of the wider business and use this knowledge to engage and structure your team’s performance and conversations.
  • Complete all reports in a timely manner.
  • Conduct detailed investigations into any issues and provide a full explanation with a specific recovery plan, working with the team managers to ensure success.
  • Communication must be clear and often to your teams navigating through the appropriate channels.
  • Oversee multiple projects or initiatives often at once. You need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
  • You should be adept at analyzing complex situations, identifying problems, and proposing effective solutions.

    You should have the ability to think critically and make decisions quickly to address service-related challenges.
  • While not always required to be hands-on with systems aspects, having a good understanding of systems, infrastructure, and emerging technologies can be valuable and allow for better preparation within the team.
  • People Focus

  • Able to work as part of a small team and a wider more diverse team, covering multiple different work streams.
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication, targets and actions. This includes investigations such as disciplinary or capability meetings and documenting and recording fiction and relevant information.
  • Possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
  • Attention to detail to maintain an accurate record of data
  • Provide feedback in an open and honest style and plan 1-1’s with your team.
  • Use your understanding of the brand and wider brands to educate your team and the wider team.
  • Step back and think about the bigger picture before deciding.
  • Work with the team managers to set acceptable goals and actions within their teams to meet the required KPI’s
  • Openly challenge negative behaviours and action appropriately.
  • Commercial Awareness

  • Understand how the all markets work within the business and how Customer Service impacts them.
  • Understand the different peaks for each area of the business.
  • Know the operational SLA’s and how to balance business and customer needs.
  • Provide updates in group meetings around the business about trends or patterns your team have reported.
  • Deliver key business messages in a positive and professional manner.
  • Work with key stake holders in other teams across all markets in improving the sharing of information and process changes.
  • You will be part of a purpose driven team that is making a difference – improving lives by improving sight
  • Clearly will help you save for your future with 100% matching through Employee Shareholding and Retirement Savings plans
  • A total rewards package that includes extended medical benefits, dental benefits and vision care
  • Opportunities for personal and career development, and an annual education allowance 
  • 50% employee discounts on clearly.ca for you, your friends, and your family 
  • A company that celebrates its wins and recognizes its highly valued team members
  • Source

    To apply, please visit the following URL: