Customer Care Director

Location: Toronto, Canada

Department: Marketing

Type: Part Time to Full Time

Min. Experience: Senior Manager/Supervisor

InteraXon is enjoying rapid growth as we launch our first consumer product Muse: the brain sensing headband in the US and Canada.  We’re looking for yet another top-tier addition to our team who appreciates a dynamic, fun and creative atmosphere.  And who likes working with people with a spectacularly diverse set of skills and interests.  (It’s important to note that this contract position could evolve to a full-time role.)

This role is for contract Customer Care/Call Centre Operations professional to design and build the Customer Care team from the ground up.  This includes: the structure; operations; vendor assessment/selection/ management; administration; processes; training manual evolution with escalation policies, scripting and customer conflict resolution; coaching, training and hiring.  Customer Care is critical to InteraXon achieving our very ambitious goals of changing the way the world thinks through brain sensing technology.

Our technology is new and even intimidating to some.  We want them to reap the rewards of using Muse and if that means a little more time up front to get the up to speed or to make them feel more comfortable before buying, we’ll spend that time.

 

RESPONSIBILITIES

  • Audit existing Customer Care assets, policies and procedures and provide recommended upgrades and changes
  • Develop and execute Customer Care the upgrade plan, be it operational or customer facing (Live chat, data management, training manuals, sourcing vendors, integrating with operations, etc.)
  • Train, hire, groom and grow the Customer Care team
  • Strengthen customer retention and returns process
  • Identify business opportunities and risks by analyzing current customer service industry trends and best practices
  • Analyze information to supervise, coordinate and monitor the activities of Customer Care to achieve key performance indicators (KPIs)
  • Ensure daily personal performance measures are available and provide ongoing feedback to help the team improve and meet the KPIs—monitoring and documenting the quality of customer interactions handled via incoming and outgoing telephone calls, email, mail, fax and web inquiries
  • Identify CSR coaching/training needs and implement performance improvement plans
  • Participate in creating business impact goals for developed strategies
  • Develop business cases to support proposed enhancements with budget recommendations
  • Undertake strategy creation for contingency planning and risk mitigation (e.g. power outages, internet lost connections, etc.)
  • Ensure alignment of self-service channels to create a seamless customer experience
  • Regularly communicate with extended team members to foster an effective team environment and ensure these areas are aware of issues that may impact their initiatives
  • Create weekly and monthly metrics and analytics reports
  • Effectively manage human resources administration; including training, evaluations, coaching, mentoring, recommending salary increases, promotions, and corrective actions; reviews, approves, and maintains timesheets and leave requests for staff
  • Shift work may be required as this is may evolve to a 7-day/week operation with evening shifts

 

SKILLS AND QUALIFICATIONS

  • Minimum 10 or more years of Customer Care / Call Center experience including a minimum of 2 years of experience with self-service channels
  • At least 5 years of experience focused on Customer Care / Call Centre operations
  • Minimum 5+ years in a frontline supervisory (“people management”) position in a corporate, customer-facing environment
  • Superior facilitation skills and ability to build a cohesive team
  • Solid negotiating and conflict resolution skills
  • Ability to work individually on a project and in a team environment
  • Ability to handle multiple projects simultaneously while meeting deadlines 
  • Strong analytical skills, sound judgment and ability to quickly understand and identify issues and propose solutions
  • Effective presentation, verbal and written communication skills that inform and influence
  • Skill in using collaborative approaches to finding solutions and building partnerships
  • Proficient in Microsoft Word, Excel, Internet and PowerPoint as well as CRM tools/technologies, Call Centre Reporting Systems and Customer Support systems, specifically Zen Desk
  • Experience assessing and selecting vendors for CRM and Customer Support
  • Ability to self-start and be versatile in a dynamic environment
  • Must be proactive, customer-focused and results-oriented
  • Ability to work under pressure, handle stressful situations and thrive in a fast-paced environment

 

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