Manager, customer experience

Location: Moncton, New Brunswick
Date Posted: 07-25-2017
 

Manager, Customer Experience - Full-Time

Customer Service / Contact Centre, General Management

 

Club Auto

Moncton, New Brunswick 

Club Auto is an exciting place to work. For 25 years, Club Auto has provided products and services to the automotive sector in Canada. Working with some of the biggest and most prestigious automotive brands in the world, Club Auto has developed industry-leading solutions that have fueled rapid growth.  With a keen focus on innovation, Club Auto has expanded its suite of services and solidified our place as a valued strategic partner to our many clients. Club Auto is fast becoming a global force in the automotive sector.
Proudly Canadian, Club Auto has provided B2B roadside assistance services in Canada and recently expanded into the U.S. market in 2017.  We provide private label roadside services to top automobile manufacturers, rental car companies and other organizations with large vehicle fleets.   We are dedicated to providing best in-class customer experiences to our clients and are continually looking new and innovative ways to exceed our client’s expectations.  
In June of 2017, Club Auto won four Gold Awards and has been recognized for Best in Customer Service, Best Contact Centre, Best Help Desk and Best Technology Innovation.
Currently our Customer Experience team is looking full-time Manager to coach, and developing their direct reports as well as ensuring service levels and call centre requirements are being achieved. 
Club Auto offers highly competitive compensation packages with benefits along with professional development opportunities.
During the first month of the employment period, some travel to Toronto area will be required at the company’s expense for training purposes.
Our new Moncton office is located on Millenium Drive, close to the Downtown core and easily accessible.
Job Functions
  • Manage, coach and develop direct reports including, Supervisors, Help Desk Analysts, , Real-time Monitors, and all other supporting roles in the Solutions Centre department
  • Budget management for contact centre resources and vendors, ensuring proper forecasting, workforce planning and achievement of annual budget
  • Review system performance and current processes, ensuring they are aligned with strategic goals, providing recommendations for improvement
  • Oversee the outsourced contact centre vendor and Remote Contract network performance with respect to forecasts, metric performance and any other requirements outlined in the vendor contract terms and conditions.
Requirements
  • Post-secondary education
  • Bilingual (French & English), both written and verbal
  • Previous experience in performance management of employees and call centre operations
  • Budget management experience
  • Project leadership
  • Strong relationship management skills
  • Team player who fosters a culture of continuous improvement and innovation
  • Solid problem solving skills, and ability to provide recommendations/solutions
Assets
  • Project Management certification an asset
  • Operations Management and Strategic Management an asset
Operating Hours
Shifts are determined based on business needs and are subject to change with appropriate notice.  Our hours of Operation are Monday to Friday 6:30am – 11:00pm, Saturday and Sunday 7:00am- 11:00pm
Please send your application to mbac@clubautoltd.com. Please quote competition number MCE0714-CB when applying.
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