Job Description

We are recruiting for a Manager, Customer Service Process Improvement for our fast paced, tech-fin organization. The Manager Customer Service Process Improvement is accountable for collaborating internally to improve processes that enable consistent and friction free customer service. The ideal candidate is passionate about driving change through continuous improvement opportunities and has worked in a fast paced, ever changing dynamic environment!

This role will be predominantly onsite, working four days per week at our clients Markham headquarters and one day remotely.

Responsibilities

• Measure the effectiveness and effectiveness of existing department processes.

• Lead the development and implementation of continuous improvement plans and

initiatives for our customer service team.

• Conducting in-depth data, root cause and process analysis of customer service

operations.

• Oversight of the planning and implementation of process improvement projects

and communications.

• Interacting with project stakeholders both internal and external to our business.

• Develop and implement a framework focused on customer service excellence

and continuous improvement.

• Develops and delivers process improvement training to team members.

• Generate metrics and reports to measure team performance.

• Strong ability to develop and mentor a team of junior team members.

• Influence and educate stakeholders on the benefits of continuous improvement.

• Directly manage multiple teams.

• Other duties as assigned.

3 to 5 years in Customer Service Management.

Bachelors degree required, MBA will be an asset.

Strong ability to problem solve with a root cause approach.

Experience working in an entrepreneurial environment with complex projects.

People leadership experience.

Proactive nature and deadline driven.

Able to accept feedback and act on it.

Strong organizational skills and high level of attention to detail and accuracy.

Able to manage sensitive information and situations with discretion and tact.

Robert Half is the world\'s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - even on the go. Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and more.

Questions? Call your local office at 1.888.490.4154. All applicants applying for Canadian job openings must be authorized to work in Canada.

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Robert Half

Robert Half est la premi\xc3\xa8re et la plus grande firme de solutions de gestion des talents sp\xc3\xa9cialis\xc3\xa9es au monde, qui met en relation des chercheurs d\'emploi hautement qualifi\xc3\xa9s avec des opportunit\xc3\xa9s au sein de grandes entreprises. Nous offrons...

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