Job Description

Our culture lifts you up\xe2\x80\x94there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type: Regular

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KEY RESPONSIBILITIES:

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  The successful candidate will be responsible for ensuring excellence in service delivery through quality customer interactions, and optimal agent performance with a focus on contact center operations and customer satisfaction. Ensures excellence in operational efficiencies and overall quality measurement and monitoring of production, performance standards, training, and development.
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  This leader must thrive in a dynamic environment; having the ability to contribute to strategic goal setting and implementation. In addition, this leader must motivate others by example; demonstrating leadership attributes.
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  Establishes quality, service, efficiency, and productivity objectives; measures performance, ensuring consistent operational and sales performance against targets.
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  Proactively proposes and implements corrective actions as required to adjust to changes in operational needs and ensure optimal agent performance.
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  Ensures key business indicators are met and exceeded through developing strategies, focusing on customer and employee satisfaction.
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  Conducts quarterly business reviews with all vendors, outsourcers, and stakeholders
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  Drive new product roadmap alignment with the external and internal vendors, to improve NPS and eNPS
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  Manages and develops managers and supervisors with a focus on the delivery of best practices; mentoring quality customer service and operational efficiency through coaching.
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  Develops a high-performing sales and service culture including recruiting with defined profiles, developing troubleshooting training/coaching content, and supporting with support and quality standards.
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  Ensures that performance objectives and outcomes are consistent with external and internal customer expectations and meet competitive benchmarks; routinely integrates customer feedback and competitive information into ongoing planning and operational activities.

ESSENTIAL QUALIFICATIONS:

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  A minimum of 15 years of experience in a director/management role is required
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  Demonstrated experience in Operations, Sales, and product management capacities where driving revenue as well as service excellence are core competencies
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  Proven experience directing and managing employees and external stakeholders through the rapid growth and change of an organization

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  Strong collaborators and influencing skills. Foster and values open dialogue and cross-functional teamwork
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  Team-oriented with solid interpersonal skills combined with a high level of professionalism.
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  Proactive, autonomous, and resourceful
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  Constantly challenging the status quo, pushing the organization to optimize processes or programs to deliver what is required to hit targets
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  Drive data excellence \xe2\x80\x93 data-based decision planning and making
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  Results-oriented with proven management and leadership abilities to effectively meet KPIs
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  Experienced in effectively managing multiple projects, and executing multiple tasks simultaneously and efficiently in a fast-paced environment
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  Strong communication skills. Bilingualism (French and English) is mandatory

SPECIFIC COMPETENCIES:

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  Strong communication skills. Bilingualism (French and English) is a strong asset
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  Strong collaborators and influencing skills. Foster and values open dialogue and cross-functional teamwork
• 
  Team-oriented with solid interpersonal skills combined with a high level of professionalism.
• 
  Proactive, autonomous, and resourceful
• 
  Constantly challenging the status quo, pushing the organization to optimize processes or programs to deliver what is required to hit targets
• 
  Drive data excellence \xe2\x80\x93 data-based decision planning and making
• 
  Results-oriented with proven management and leadership abilities to effectively meet KPIs
• 
  Experienced in effectively managing multiple projects, and executing multiple tasks simultaneously and efficiently in a fast-paced environment

You\xe2\x80\x99ll benefit from the following:

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  Flexibility: Yes, we think that what you do matters. At work and home.
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  Fun: We laugh a lot: it makes every day brighter.
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  Discounted services: We provide amazing services to our clients, and you\xe2\x80\x99ll get them at home because you deserve them (if you are within our footprint).
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  Rewarding Pay: Let\'s be honest, everybody likes to make a good salary. We offer attractive compensation packages, and they come with a great culture.
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  Benefits: We\xe2\x80\x99ve got you covered.
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  Career Evolution: Join us, and we will give you the tools to achieve your career goals!
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  Technology: Do you have a passion for technology? Excellent, we do too. Here, you will manage, influence, play, create, fix, and shape the industry.

#LI-Hybrid

Location : Burlington, ON

Company :
Cogeco
At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we\xe2\x80\x99re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at
inclusiondiversite@cogeco.com