Job Description

At Distributel, our Mission is to make the use and enjoyment of telecom services radically effortless. Every day, we will strive to understand, respect and prioritize our customers\xe2\x80\x99 needs. We take pride in excellent service, business integrity, and innovation. By constantly challenging ourselves to simplify, add utility and humanize the ways people do business with us, we will create a valuable experience in every way.

The Director\xe2\x80\x99s success is measured by the organization\xe2\x80\x99s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call/ticket handling performance, incident management, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. Presently all contacts are via inbound ticket or calls.

The Director of Business Care executes the vision for the Business Centre of Excellence insuring the needs of the customer and organization are met. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

HERE\xe2\x80\x99S SOME MORE OF WHAT YOU\xe2\x80\x99LL BE DOING:

• Consolidate Distributel\xe2\x80\x99s current business operations into a single Business Centre of Excellence;
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every contact that ensures a very high level of service to our Business Customers and revenue growth;
• Handle business client escalations and participate in sales discussion with the business clients as it relates to post sales support, provisioning and billing;
• Implement continual improvement processes across all areas including Business Care, Customer Provisioning, and Technical Support;
• Responsible for development and administration of annual department budget to attain business goals with operational stability;
• Deliver results against a defined scope of work that includes measurable return on investment, strategic innovation, performance reporting, and human capital development;
• Working with the Quality and Training Manager, develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance;
• Working with the Quality and Training Manager, develop and implement effective Customer Service and Technical Support training materials;
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center;
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision;
• Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction;
• Manage and expand client and co-worker relationships;
• Insure compliance with regulatory agency guidelines and standards.

HERE ARE THE SKILLS AND QUALIFICATIONS YOU\xe2\x80\x99LL NEED TO BE SUCCESSFUL IN THIS ROLE:

Your education and experience

• Experience managing both employee and outsourced call centre environments;
• Bachelor\xe2\x80\x99s degree or higher preferred;
• Minimum 5 years of Call Center/Contact Center management experience in Customer Service and Technical Support;
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills;
• CRM, ticketing.

Here are some of The skills and characteristics you will bring to this role

• You are passionate! About people, about relationship building, about life in general!
• Curious, you like to challenge the status quo, willing to take ownership and drive continuous improvement;
• You have strong customer handling, attention to detail and organizational skills;
• Proactive and creative, you are at ease with problem solving and managing multiple priorities;
• Communication is fun and easy for you, both verbally and written;
• English and French are a strong asset;
• Because you like to share your knowledge with team members, you\xe2\x80\x99ll be a valuable team player. After all, WE PLAY AS A TEAM!
• HERE\xe2\x80\x99S WHAT\xe2\x80\x99S IN IT FOR YOU\xe2\x80\xa6

Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team that\xe2\x80\x99s vigilantly working together towards reshaping the telecommunications landscape;

• We have insurance benefits;
• We promote work-life balance;
• We provide a great work environment with organized social events;
• You\xe2\x80\x99ll have opportunities for growth & development;
• We have great downtown locations and amazing people!

Distributel connects Canadians to the people, passion, and priorities that matter. Join us in our mission to provide a true alternative to Canadian consumers!

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