Jobs
>
Toronto

    Manager, Customer Experience - Toronto, ON, Canada - Zoleo, Inc.

    Zoleo, Inc.
    Zoleo, Inc. Toronto, ON, Canada

    1 week ago

    Default job background
    Description

    The Manager, Customer Experience is responsible for day-to-day operations and management of ZOLEO's global customer experience team, providing a consistently high level of service for ZOLEO customers.

    Full-time

    Hybrid

    Toronto, Canada

    About ZOLEO:

    ZOLEO is an industry-leading provider of global safety and messaging services that's changing how consumers stay connected when traveling beyond mobile coverage. Designed for outdoor enthusiasts, organizations that work in remote areas, and people who live on the fringe or outside of wireless coverage, ZOLEO is the first consumer-focused solution that enables messaging and SOS emergency response services that works seamlessly across cellular, wifi, and satellite networks, and is now available for sale in selected countries in North America, APAC and Europe.

    ZOLEO Inc. is a joint venture between two leaders in the mobile satellite space – Roadpost Inc. of Toronto, Canada and Beam Communications of Melbourne, Australia. We launched our flagship product ( in early 2020 and have met with early and rapid success, with a fast-growing subscriber base. The ZOLEO product has built a reputation as an easy-to-use messaging and safety tool for people who travel into remote areas for recreation or business use.

    Summary:

    The Manager, Customer Experience is responsible for day-to-day operations and management of ZOLEO's global customer experience team, providing a consistently high level of service for ZOLEO customers.They have a strong aptitude and understanding of contact center metrics and KPI's and use that information to drive change while workingwith their TeamLead'sand CustomerExperience Associates, the Manager sets the tone, provides leadership, coaching, training, and supportin order tomeet key performance targets for customer satisfaction and retention, while at the same time maximizing operational efficiency and long-term scalability within the team.

    This role is based in Toronto and reports to the Vice President of Operations. The role will be responsible for managing a virtual (remote), distributed Customer Experience teamandTeam Leads located across ZOLEO's various global territories (North America, Asia Pacific, Europe/UK, and any future territories). This is a hybrid role requiring 2-3 days in office on a weekly basis.

    Key Responsibilities:

    • Oversee themanagement ofallinbound customer care communicationchannelsincluding phone, email,live chat, communityor social mediaposts,and after-hours support ensuringoptimalserviceand response times.
    • Through regular auditing, continuously improve upon the customer experience by ensuring highest quality standards with agent response. Identify and address opportunities with agent knowledge, training, workflows, communication skills and "call flow engineering" to continuously elevate standards and ticket QAscores.
    • Continuously build upon achievable customer satisfaction goals (CSAT).
    • Working with the Team Leads, optimize agent and team productivity through effective scheduling, workload balancing and productivity metrics and objectives.
    • Regularly review, categorize, analyze, and improve upon key performance indicators (KPIs) including(among other metrics) call drivers byissue type,AHT,SLA's,"one-touch"ticket handling efficiency,% of base calling.
    • Responsible for skills development, training, resource forecasting and succession planningensuring continuing depth of knowledgewithin roles, functions, and coverage.
    • Effectively manage, coach, and develop a team of (technical and non-technical) customer experience teammembers.
    • Support the development and implementation of best practicesrelating to process, workflow and queuedesign.
    • Develop and manage a structured skills-based Tier 1 and Tier 2 support system that allows CSRs to quickly learn and become proficient with low complexity / high volume tasks while gradually being able toscale.
    • Working with the Team Leads, implements individual personal growth plansfor allteammembers.
    • Act as an escalation point of contact, managing customer complaints through to an appropriateresolution.
    • Develop a strongworking knowledge of all relatedsystems, processes,products, services,and changes in technology.
    • Establish and maintain effective working relationships with a wide variety of individuals, suppliers & stakeholders.

    Qualifications & Skills:

    • At least3-5years experience ina contact centerManager capacitymanaging asmallteam of Tier 1 and Tier 2 customer service representatives, preferably with a telecom or networking solutionscompany.
    • Knowledgeable with key customerservice-relatedmetrics and KPI's. Utilizes the data to drive continuousimprovement.
    • Highly adaptable and agile, able to quickly pivot in an environment of shiftingpriorities.
    • Skillful leader, acts as a catalyst for change and continuousimprovement.
    • Excellent leadership, interpersonal and communication skills. Fosters teamwork, drives collaboration, peer support and a culture of skills development continuousimprovement.
    • Adept at anticipating and planning for busy periods, future needs, considers alternate solutions.
    • Proven time management and organizational skills, able to multitask and managepriorities.
    • Skilled critical thinker, can easily troubleshoot and drive problem solving andprioritization.
    • Proficiency with Zendesk, including ability to manage and update system queues, metrics, etc.
    • Understanding of wireless (voice and data) technology as well as remote messaging technology.

    Highly Desirable:

    • Experience managing call centersacross multiple time zones on a 24x7basis
    • Multiple languages, verbal and written, especially English (as a primary language), French, German, Spanish
    • Technical aptitude, working knowledge oftechnology products, systems (satellite/telecom experience a bonus)
    • Experience working with enterprise/corporateaccounts
    • A post-secondary business, technical, or engineering degree or equivalent experience
    • French verbal and written communication skills
    #J-18808-Ljbffr
  • Loblaw Companies

    Specialist, Customer Experience

    3 days ago

    Loblaw Companies Toronto, Canada Temps plein

    L'utilisation du masculin à pour but d'alléger le texte · Lancée en 2006, la marque Joe Fresh offre un style à la fois moderne et accessible dans des collections complètes pour femmes, hommes et enfants qui conviennent à tous les modes de vie. Joe Fresh offre une qualité et une ...

  • Northbridge Financial Corporation

    Bilingual Senior Customer Experience System Advisor

    3 days ago

    Northbridge Financial Corporation Toronto, Canada Temps plein

    What it's like to be a Northbridge Bilingual Senior Customer Experience System Advisor · The Bilingual Senior Customer Experience System Advisor is accountable for the effective execution of the end user experience for all Customer Experience systems at Northbridge Financial. As ...

  • Spark Power

    Customer Experience

    1 week ago

    Spark Power Toronto, Canada

    **Customer Experience & Operations Specialist** · **About Bullfrog Power** · Bullfrog Power, Canada's 100 per cent green energy provider, offers renewable energy solutions that enable homes and businesses to reduce their environmental impact and help create a cleaner, healthier w ...

  • Travel Edge

    Customer Experience

    1 week ago

    Travel Edge Toronto, Canada

    **Travel Edge** is the largest luxury-focused travel agency in North America with over 750 advisors, planners and travel experts specializing in Leisure, Corporate & Events travel. At Travel Edge we believe in the power of travel, our people, the technology they use, and giving b ...

  • Northbridge Financial Corporation

    Customer Experience Specialist

    1 week ago

    Northbridge Financial Corporation Toronto, Canada

    We're Northbridge Financial. We're proud to be 100% Canadian and owned by Fairfax Financial. We serve through our Northbridge Insurance, Federated Insurance, and TruShield Insurance brands. We have a reputation for being one of Canada's leading commercial property and casualty in ...

  • Techtronic Industries Canada, Inc.

    Customer Experience Representative

    4 days ago

    Techtronic Industries Canada, Inc. Toronto, Canada

    At TTi, people come for the opportunity and stay for the culture · Job Description Summary · **Job Description**: · About TTI Canada · TTI is a world-class leader in design, manufacturing, and marketing of power tools, outdoor power equipment, and floorcare products, as well as h ...

  • Ontario Health

    Lead, Customer Experience

    1 day ago

    Ontario Health Ontario, Canada

    At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive ...

  • Scotiabank

    Customer Experience Associate

    6 days ago

    Scotiabank Toronto, Canada

    Requisition ID: 199128 · Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. · **About the role**: · As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put ou ...

  • Northbridge Financial Corporation

    Customer Experience Specialist

    1 week ago

    Northbridge Financial Corporation Toronto, Canada

    Nous sommes la Financière Northbridge. Nous sommes fiers d'être une société canadienne à 100 %, détenue en propriété exclusive par Fairfax Financial. Nous offrons nos services par l'entremise de nos marques Northbridge Assurance, Les assurances Federated et TruShield Assurance. N ...

  • AlayaCare

    Customer Experience Specialist

    1 week ago

    AlayaCare Toronto, Canada

    **About AlayaCare**: · AlayaCare is revolutionizing the way home health care is delivered. Our leading cloud-based software allows our clients around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company wi ...

  • Mondelēz International

    Customer Experience Specialist

    1 week ago

    Mondelēz International Toronto, Canada

    **Job Description**: · **Are You Ready to Make It Happen at Mondelēz International?** · **Join our Mission to Lead the Future of Snacking. Make It Possible.** · You will improve value and service to your customers and improve supply chain efficiency. In addition, you will use int ...

  • Indigo

    Customer Experience Representative

    1 day ago

    Indigo Toronto, Canada

    Company Description · Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 150 Indigo, Indigospirit, Chapters and Coles stores acro ...

  • TD Bank

    Manager, Customer Experience

    1 week ago

    TD Bank Toronto, Canada

    417517BR · Retail Banking - Management · Toronto, ON · August 28, 2023 · Hours · 37.5 · Workplace Model · Onsite · Pay Details · Department Overview · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customer ...

  • BMO Financial Group

    Customer Experience Ambassador

    1 day ago

    BMO Financial Group Toronto, Canada

    100 King Street West Toronto Ontario,M5X 1A1 · Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on lending/credit strategies and products that meet their objectives. Fulfills sales and service ac ...

  • TD Bank

    Manager, Customer Experience

    2 days ago

    TD Bank Toronto, Canada

    430725BR · Retail Banking - Management · Toronto, ON · January 22, 2024 · Hours · 37.5 · Workplace Model · Onsite · Pay Details · Department Overview · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our custome ...

  • Scotiabank

    Customer Experience Associate

    1 day ago

    Scotiabank Toronto, Canada

    Requisition ID: 191023 · Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. · **About the role**: · Our Senior Customer Experience Associates are the face, character and heart of our branches. Scotiabank is a place where we put ...

  • Scotiabank

    Bilingual Customer Experience

    1 day ago

    Scotiabank Toronto, Canada

    Requisition ID: 189204 · Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. · **About the role**: · As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put ou ...

  • Salesforce

    Customer Experience Agent

    1 week ago

    Salesforce Toronto, Canada

    Job Category · Customer Success · Job Details · **About Salesforce** · We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in ...

  • Roadpost

    Manager, Customer Experience

    1 day ago

    Roadpost Toronto, Canada

    A joint venture between two leaders in the mobile satellite sector, Roadpost Inc. of Toronto, Canada and Beam Communications of Melbourne, Australia, ZOLEO has been met with rapid success from it's launch in 2020, winning multiple innovation awards and growing its subscriber base ...

  • Gyro Group

    Customer Experience Advocate

    1 week ago

    Gyro Group Toronto, Canada

    To ensure optimum customer service, we're hiring a **Customer Service Advocate** to work one-on-one with our clients. Your job will consist of greeting clients, completing a walk around of the vehicle, preparing service estimates, administration function, documenting corresponden ...