Job Description

Colleagues you\xe2\x80\x99ll love.

A dynamic and collaborative workplace where you can contribute to our story.

Comprehensive benefits from day one.

This is the Yellow Pages Life and what working at Yellow Pages is all about.

What is a Manager \xe2\x80\x93 Customer Service at Yellow Pages?

Want to contribute to the development and prosperity of local small and medium-sized businesses? Welcome to Yellow Pages! As a Google Premium Partner and Meta Marketing Partner, Yellow Pages is a leader in digital marketing for companies across Canada.

Responsibilities:

Responsible to manage, organize and plan the daily team activities to ensure efficient operations and best in class customer service. Plan, direct, supervise, and evaluate workflow for inbound and outbound call center calls pertaining to customer requests and/or claim, billing, collection/payments, or retention requests. Coordinate work activities to achieve the volume expected to meet operational requirements. Recognize and recommend operational improvements. Collaborate closely with our workforce management team to schedule and improve efficiencies for both claims, billing or retention and call centre staff. Responsible for the day-to-day application of departmental policies and procedures. Monitor performance of staff members according to established monitoring standards. Recommend hiring decisions and conduct performance appraisals.

Responsibilities:

Leadership

• Coach, develop and motivate a team to meet and exceed service and efficiency objectives on a customer service side and on the Propose & Lead Gen objectives of the team they are leading . Create and maintain a pleasant work environment in order to ensure employee satisfaction and limit turnover. Calls may be inbound or outbound and can vary in nature from customer complaints/claims to inbound call centre calls, but may also include social media requests, live \xe2\x80\x98chat\xe2\x80\x99 requests, or email requests. Customer service is the primary function but include Proposing or promotion of products or services. A strong track record in this area will be an important factor.

Customer Focus

• Promote and manage a customer-centric team through recognizing delivery of service according to YP standards. Ensure satisfaction in the resolution of escalated complaints.
• Handle customer services inquiries and problems via the telephone and/or in writing using various tools such as social media platforms. Records consistent problem areas.

Performance Management and Metrics

• Set quality standards for both in-process and finished products. Track, monitor and coach on individual and team performance.
• Set priorities and address service and performance gaps and opportunities using tools available and adjust accordingly as it related to inbound or outbound call center or claims group.
• Evaluate production flow and recommend ongoing improvements. Work with various departments to establish procedures, controls and quality standards.

Continuous improvement

• Identify, develop and recommend improvements to Customer Service processes, procedures and policies. Under general direction, work with other departments to design, develop, and implement procedures for testing data flows and new product/service introductions. Document procedures and recommendations for all phases of product/service testing.

Project participation

• Participate in special projects, representing Customer Service.

What do you need to be a Manager \xe2\x80\x93 Customer Service at Yellow Pages?

Qualifications:

• Bachelor\xe2\x80\x99s degree in business administration, commerce, or equivalent.
• 3-5 years management experience, preferably in a customer service/ contact center environment.
• Knowledge of multimedia advertising (SEO/SEM), social networks and marketing techniques.
• In depth knowledge of MS Office (Word, Excel, PowerPoint) and Outlook
• In depth knowledge of Call Centre tools, metrics, and CRM\xe2\x80\x99s (Salesforce, CF, Zuora & Five 9)
• Effective verbal and written communication skills.

Nice to have:

• Strong leadership, coaching and motivational skills.
• Strong organizational and coordination capabilities with attention to detail.
• Strong oral and written communication, listening skills and problem-solving skills.
• Strong customer service skills.
• Bilingualism is a must in Quebec.
• Multi-tasking, Adaptability. Autonomy. Teamwork.

You are ready to join the Yellow Pages adventure as a Manager \xe2\x80\x93 Customer Service ? Send us your resume right now.

About Yellow Pages

We\xe2\x80\x99ve been in the game since 1908 and we continue to transform to offer our 125 000 clients the best possible products and services. We foster business relationships between Canadian small-to-medium businesses and their prospective customers. We do this by providing tailored, locally-relevant digital media and marketing solutions designed with both in mind. Over 76% of our revenue is generated by digital solutions.

Yellow Pages