Customer Experience Manager - Woodbridge, Canada - 407 ETR

407 ETR

Verified Company

Woodbridge, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

Position Summary:

We are looking for an innovative Customer Experience Manager focused on Customer experience. The individual will identify inefficiencies and recommend process improvements.

In addition, they will develop team managers and employees, and execute strategies that will improve the customer experience and employee engagement.

Duties and Responsibilities:

Build a highly engaged and motivated team
Proactively identify process changes that will improve the customer experience and root out inefficiencies
Lead the team to drive continuous improvement, define and monitor team performance against KPIs and targets, and ensure corrective actions are taken as needed
Develop a professional and customerfocused Customer Service team through rolemodelling and leadership in a unionized environment
Develop Team Managers and employees that are interested in the organization's mission and vision, with the longterm goal to pass down leadership roles to the right people
Provide regular coaching to direct reports enabling the development of the leadership pipeline and the growth of team members
Responsible for ensuring the teams are properly trained to execute their best performance
Lead the development of change management activities to support transformational initiatives
Lead recruitment activities with HR
Evaluate customer satisfaction through surveys and employee interviews, to help root out inefficiencies
Identify process improvements that will result in efficiencies and a reduction in calls
Execute strategies that will motivate and inspire employees, in order to drive consistent results
Execute strategies that will improve the customer and employee experience, while achieving department targets and KPIs
Problem solving with an ability to identify, diagnose and quickly mediate problems and issues that may arise
Effectively manage relationships with employees, and other stakeholders

Qualifications:

Demonstrable experience leading and managing customer service teams
A bachelor's degree in Business or equivalent
5+ years of managerial experience in a call center or customer service environment
French Bilingualism would be considered an asset
Experience working in a unionized environment an asset
Excellent verbal and written communication skills
Excellent problemsolving skills to address issues, time management and organization, project and change management skills
A mindset of innovation to customer service and a digital strategy
Actionoriented and enjoys the challenges of a fastpaced environment
Strong computer proficiency with Microsoft Office tools (Word, Excel & PowerPoint), Peoplesoft and/or Salesforce, Workforce Management Software
Business acumen to understand the financial aspects of the team and make sound business decisions

Our Offer

Free 407 ETR usage
Competitive salary, bonus structure
Competitive vacation package
Hybrid with flexible working hours
Community culture
Continued education budget
Expect excellence: Collaborative team, learn, and grow with a highperformance team.

About 407ETR
Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.
On Highway 407 ETR, we offer peace of mind and a fast, safe and reliable trip. That's why millions of drivers rely on Highway 407 ETR to get around the GTA.

Every driver we serve is one less vehicle on a congested alternate route, giving drivers more time for the things that matter most.

407 International Inc.

is the sole shareholder of 407 ETR and is owned by:

Canada Pension Plan Investment Board (CPP Investments) through indirectlyowned subsidiaries (50.01%);
Cintra Global S.E. which is a whollyowned subsidiary of Ferrovial S.A %); and
SNC-Lavalin (6.76%).

Note:
_This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization._
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