Operations Manager - Customer Care

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Operations Manager - Customer Care

Laval
Customer Service
17858

We are seeking an Operations Manager- Customer Care Specialist to join a very well known retailer in Montreal!

Full time. Permanent.

Apply now

Responsibilities

  • Supervise the entire customer service team and its sub-departments (Agents, Operations, Returns, Web Cashier, HO reception);
  • Ensure the optimization of procedures to achieve performance objectives;
  • Ensure quality and efficiency of service;
  • Work in collaboration with the programming team to adjust, modify or develop anything that will help improve quality and speed of service;
  • Work together with the Digital Marketing team to ensure clear communication of current and future promotions, as well as provide any important feedback;
  • Set up quick and easy procedures for any out of the ordinary situation that requires a quick response (prepare different macros for emails, quick responses for chats, etc.);
  • Manage all service ticket platforms;
  • Provide stats and agent performance, while optimizing service;
  • Manage the verification of fraudulent transactions with the operations team;
  • Analyze chargeback reports provided by audit team;
  • Conduct various meetings with all members of the board, stakeholders, field.

Requirements

  • 3-5 years of experience working in a similar role;
  • Proficiency in Microsoft Excel with ability to manipulate complex data, create formulas and automate information;
  • Bilingualism French and English;
  • Thoroughness and attention to detail with strong time management and organizational skills;
  • Strong analytical skills and highly curious;
  • Strong sense of team work, sound leadership, and ability to multitask;
  • Experience with Zendesk is an asset;
  • Experience using project management tools (e.g. Basecamp and /or One Note) is an asset.

Advantages

  • Group insurance;
  • Referral program;
  • Flexible schedule;
  • Hybrid work mode;
  • Personal life / work life balance;
  • Sick days;
  • Free parking;
  • Employee discount;
  • Opportunities for growth within the company.

Do you fit the profile? Apply now!

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