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PostingID: 1220-1-0120: Xplornet ~ Sr. Manager, Contact Centre
Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. is one of Canada’s leading broadband service providers. For over a decade, Xplornet has been providing innovative broadband solutions to rural customers at work, home and play across Canada. Today, Xplornet offers voice and data communication services through its unique wireless and satellite network that connects Canadians to what matters.
We are looking for a Senior Manager, Contact Centre to provide direct leadership to Customer Care, with the overall goal to maximize the customer experience and drive organizational success. Based out of the Fredericton, NB office and reporting to the Director, Contact Centre, the successful candidate will ensure the delivery of effective, professional and timely service to our customers. With a primary emphasis on customer first, this role will act as the voice of the customer as well as the Customer Care Group to ensure impact to these groups is quantified and understood, while supporting our evolution into a world class contact centre team.
In this role, you will oversee the management and performance of a fast-paced dynamic environment and 24/7 support centre. Core responsibilities will include the leadership of people and processes to ensure continuous improvement of the customer experience, as well the organization’s ability to meet service levels and achievements of core metrics. The Senior Manager, Contact Centre is continually engaged in leading and inspiring their team to develop and document best practices in the performance of all duties and responsibilities.
Key responsibilities include:
Directly lead a team of Team Managers to fulfill their responsibilities, while ensuring Managers drive performance of their direct reports. Ensure teams meet and exceed business objectives and KPI’s
Oversee all aspects of staff performance including hiring, terminations, coaching, performance reviews & change management
Manage the day-to-day contact center operations within a multi-location function in a manner that ensures collaboration, problem solving, and a team orientation to ‘get the job done’
Deliver results against a defined scope of work that includes measureable operational benefits, strategic innovation and performance reporting. Support retention and NPS (Net Promoter Score) activities/programs to support business targets.
Participation in ad hoc projects as required, ensuring milestones are reported and communicated with the leadership team
Liaise with internal/external customers as well as other departments to support company growth and change. Implement best practices to gain efficiencies and alignment among departments
The ideal candidate will possess:
5-7 Years of Contact Centre and management experience
Strong analytical skills with the ability to identify trends and take appropriate action
Able to take a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.
Excellent communication skills with the ability to articulate a compelling vision supported by strong leadership, and motivational skills
Strong presentation skills and a demonstrated ability in effective influencing
Proven leadership skills to motivate and develop employee to achieve a high level of success and productiveness
Ability to manage multiple tasks with a strong sense of urgency combined with excellent analytical/problem solving skills will be required.
Familiarity with relevant contact center technology and applications
Strong practical experience with Word, Excel, PowerPoint and Outlook
In alignment with Xplornet’s Vaccination Protocol, all new Xplornet team members are required to be fully vaccinated against COVID-19. Requests for accommodation will be considered on a case by case basis.
As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.
Xplornet Communications Inc. offers a competitive compensation package with excellent company benefits, including matched participation in a group RRSP and a comprehensive health and dental plan.