Service Business Support Team Manager
Vaughanhybridmanager$65K – $75K
Posted yesterday · via Workday
About this role
Your Responsibilities • You will lead, coach, and develop a team of customer service representatives and team leads in a high-volume bilingual contact centre environment, fostering a high-performance and customer-focused culture • You will oversee daily operations, ensuring service levels and key performance indicators (KPIs) such as SLA, AHT, FCR, CSAT, NPS, and quality scores are consistently achieved or exceeded • You will manage and resolve complex customer escalations, acting as a senior point of contact to ensure timely and effective resolution • You will design, implement, and continuously improve training, coaching, and development programs to enhance team capabilities and performance • You will manage workforce planning, scheduling, and resource allocation in collaboration with cr…
What we'd score you on
reqspace match rubricFive dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.
1
Skills match
For this role: teams
2
Level fit
This role is manager-level. We check your trajectory against it.
3
Domain experience
Your work in the role's domain matters more than your years total. We weight recent and direct experience.
4
Recency
A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.
5
Location fit
This role is based in Vaughan. We weight your proximity and willingness to relocate.
Score yourself on this role.
Free · no card · written explanation included
Skills in this role
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teams