The CARE Manager position will have responsibility for a team of supervisors in a multi-channel contact center enabling cross-functional collaboration between operations and support teams. The CARE Manager will seek to improve key metrics through increased quality, consistent conversion and increased customer satisfaction. The incumbent is also responsible for maintaining performance through effective coaching, mentoring and motivating supervisors and frontline employees.
- Ensuring that the team of supervisors meets and exceeds established KPIs - Efficiently & effectively handle escalated client concerns as needed - Participate in cross-functional communications and meetings to support the specified unit and domain in conjunction with support teams - Routinely measures customer satisfaction through formal and informal means and work to develop processes to respond to the identified need - Promotes success by consistently analyzing process improvement opportunities - Develop, adhere to, support and administer company policies and procedures as defined
- Motivate, coach and develop Supervisors and front-line employees to reach their full potential through consistent monitoring, assessment and feedback to achieve and maintain high standards of performance - Finds creative ways to surpass targets - Proactively raises issues which impact the domain’s ability to maintain success - Consistent and effective reporting on team/test progress, challenges & successes by compiling statistics, interpret data and take appropriate action to support findings and goals (KPIs) - Ensure disciplinary discussions and actions for supervisors and front-line employees occur in transparent, accurate and timely manner - Communicate the value proposition of Vistaprint products and services to internal & external clients - Hosting/facilitating meetings relevant to areas of focus - Managing relationship with unit/test business managers and other operational leaders - Guides employees along a mutually identified development path - Maintains accurate documentation of team members’ overall performance - Performs additional responsibilities as consistent with the job level and overall direction of CARE senior leadership team - Performs contact center activities as needed
Profile - A proven track record of managing multiple priorities, tasks, and projects simultaneously - An aptitude for learning new technology and the ability to use multiple systems - Effectively multitask towards firm timelines - Excellent verbal and written communication in both French & English - Leadership skills - Demonstrate a positive attitude, lead and facilitate change, and model professionalism at all times - Proficient in reducing conflict and increasing participation through interpersonal skills - Ability to motivate and empower staff to consistently meet and/or exceed goals - Must hold themselves accountable for quality of work and performance against goals - Proven ability to develop and motivate employees - Qualification & Experience - Bachelor’s Degree, preferably a business or communications related major - Strong experience in a contact center environment in a leadership position - Demonstrable expertise and experience in people management, with an emphasis on managing multiple teams in a constantly changing environment - Demonstrable competency with MS Word, Excel and PowerPoint