Bilingual Associate Manager, Customer Care (Air Miles)

The role of the Customer Care Leader is to drive associate development and engagement by providing day to day direction and guidance to a team of front line Ambassadors. Based on established standards, the Customer Care Leader manages employee performance, provides feedback, coaching and ongoing development in support of outlined KPO’s and performance targets

• Manage all aspects of associate performance including attendance, schedule adherence, coaching to soft skills, service levels and quality standards in compliance with TICO regulations and outlined guidelines to meet KPO and 3i standards

• Accept accountability for team’s overall performance and hold Associates accountable for performance results.

• Consistently looks for ways to improve the Collector Experience

• Positively influence the culture in Customer Care by providing strong leadership, collaborating and creating an environment that promotes personal and professional growth

• Foster and support a teamwork environment at all levels as a means to achieve Customer Care objectives and defined goals

• Continually recognize and reward individual and team contributions (direct reports, peers, Leadership team etc.) in order to celebrate results.

• Contribute positively to the change process and visibly support decisions once they have been made, communicating changes and implementing change management activities with the team

• Proactively engage and work collaboratively with business partners to resolve Collector impacting issues including privacy and legal issues while supporting financial targets and business needs

• Identify and initiate process improvements with the goal of improving the Collector Experience

• Continually refine established guidelines for issue resolution and communicate regularly with CC Leadership to ensure resolution consistency and policy alignment

• Project involvement to represent Customer Care

• Work closely with CC Leadership team to identify continuous improvement opportunities
• Identify and coordinate with Training and Development or external suppliers when additional training is required to address skill or competency gaps
• Collaborate with Training and Development for KM updates as required

• Work with Communications Team to draft and publish DN’s as required

• Investigate any security or fraud related Collector Account activity with key stakeholders from across the Business - Privacy, Legal and Fraud Teams accordingly

• Work with Rewards as required to support Collector

• Liaise with RTO on an ad hoc day of exceptions and updates regarding Ambassador attendance, RTA adherence related activity, etc

• Collaborate with WFP to optimize off phone activity to achieve overall SVL goals. Any payroll related issues or exceptions requested also are discussed

Key elements of the role:

• Thorough knowledge of Contact Centre Business and Operations
• Strong initiative, forward thinking and creative problem solving skills
• Ability to communicate effectively and professionally both verbally and in writing, with all levels within L1
• Solid analytical skills, ability to analyze call centre reports and metrics
• Very strong leadership skills, coupled with the ability to lead, motivate and inspire a team of up to 15 direct reports in a multi-skilled environment
• Adapts well and support direct reports through frequent changes, delays and unexpected events