Manager, Customer Care

Overview

Are you seeking a new challenge?

Sobeys has an immediate opening for a truly pivotal role for a Manager, Customer Care who will lead our East team to provide an exemplary customer experience seven (7) days per week.

Job Responsibilities

•    Manage centralized contact center for the designated area in Canada, effectively supporting internal staff / external customers
•    Manage the development of a centralized centre to serve external customers and internal retail customers
•    Work with functional teams as needed to ensure issues / requests are resolved promptly and effectively 
•    Collaborate with National Customer Care Managers for alignment, problem solving and pushing progress forward within the team
•    Develop and manage direct reports (customer care agents) divided geographically
•    Manage employee selection, training, and performance management
•    Lead and motivate agents to continually improve service KPI’s
•    Educate agents on processes, customer service, and organizational resources 
•    Manage staffing schedules
•    Developing customer satisfaction goals and coordinating with the team to meet them on a consistent basis.

•    Track, monitor and regularly report required KPI’s
•    Track and report wait time, handle time and resolution rate.  
•    Track and report other metrics as needed 
•    Prepare and provide regular updates for Director & Leaders
•    Continually improve results and identify opportunities for improvement
•    Monitor reoccurring concerns and work with appropriate teams for resolution
•    Maintain accurate records and documenting all customer care activities and discussions.
•    Ability to analyze data and problem solve
•     Track expenses for department budget
 

Job Requirements

•    Exceptional bilingual written and verbal communication skills.
•    Good understanding of management practices and techniques.
•    Excellent leadership, interpersonal skills, and team collaboration 
•    Ability to lead and motivate
•    Ability to plan and organize
•    Strong organizational knowledge and ability to leverage resources
•    Working knowledge of Salesforce Service Cloud, call center processes, cadence, and telephony systems. 
•    The ability to maintain calm under pressure
•    3 to 5 years customer service experience
•    3 to 5 years management experience
•    Proficient in Microsoft Office
 

This is an outstanding opportunity to join a leading Canadian company with a clear vision and focus.  If you feel that this describes the kind of work you want to do, and you are excited about what Sobeys has to offer, then we look forward to reviewing your application. Please ensure that you take the time to ensure your profile shows us why you’re the most qualified applicant for the role.

Sobeys offers our employees many valuable benefits such as: 

•    Growing organization 
•    Competitive salary 
•    Pension Plan 
•    Flexible health and dental benefits plan (eligible employees) 
•    Ongoing Training & Development 
•    Opportunity for internal mobility to other departments and/or promotions (for employees who are strong performers) 

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