Brookstone Windows & Doors
Nov 18, 2019
A customer obsessed, modern business, in a traditional industry. We’re growing really fast, almost too fast, and we need motivated, smart leaders to help us manage the growth while maintaining our great reputation with our team and our customers. The Scheduling Centre Manager is a key role in our Customer Lifecycle Management program. The SCM manages the customer journey from ‘lead’ to ‘in-home product presentation’ using our industry leading multi-channel communications platform. This is a management and supervisory role as well as a ‘working’ role - a key part of the job is dealing directly with customers every day. Responsibilities: Manage staff performance through, coaching and mentoring Provide training and ongoing coaching to the employee Develop and monitor performance metrics for the department Collaborate with the senior management team to develop and implement a best-in-class service model Identify opportunities to make system and process changes to improve overall effectiveness What we offer: Competitive salary based on experience and industry standards Generous bonus structure Significant growth potential as we aggressively move across Ontario and Canada Direct support from senior leadership and owner Employer paid benefits and EFAP Who are you: Adept manager who understands that ‘leading by example’ is the foundation for all great managers 2 - 4 years of demonstrated managerial experience in a customer service environment Proactive, energetic with a ‘go-getter’ attitude Ability to drive positive change in both processes and systems, and culture Strong customer focus - we are customer obsessed! Thrive in a fast paced, growing environment where the thrill of meeting deadlines and juggling multiple priorities for teams brings personal satisfaction What have you done: Min of 2 - 4 years experience inbound call centre management - upsell / cross-sell accountability is a big bonus! Lead a team of inbound customer service reps CRM experience Demonstrated exceptional customer service and team leadership If this is you, send us your resume with a cover letter about your experience and how it fits for this role. We will look at each submission closely and if we see a possible match we’ll be in touch. Send resume and cover letter by November 30, 2019.