Sears Canada

Customer Experience Lead

CA-NB-Saint John
7 months ago
Job ID
2017-39539
# Positions
1
Job Type
Full Time
Job Industry
Retail Head Office and Warehouse
Career Level
Entry Level, Experienced
Years of Experience
2

Job Description

Welcome to Sears, one of Canada’s most trusted brand names.

 

For the past 60 years, Sears has been a household name from coast to coast. How have we been able to build such a great reputation? Through our dedicated Associates, of course!

 

With thousands of roles across the country, Sears is one of Canada’s largest employers. Whether you are just starting out or have an established track record, Sears can offer you an exciting opportunity to build and grow your career. Bring your passion and enthusiasm for engaging with our customers, and you will find a world of career possibilities within our organization.

 

Customer Experience Leader

LOCATION

Sears Contact Services Inc. Centre
 

PURPOSE OF JOB:

Lead a regional team of Customer Experience Specialist that coach and support agents calling in with questions and customer escalations. Handle customer escalations that could not be resolved at the Specialist level. Partner with and make recommendations/suggestions to the operational site leaders on repeat call avoidance and agent performance/behavior gaps strong functional expertise and force of character vs. position authority.


Ensure that customer and business expectations are addressed / measured through appropriate processes and documentation/reporting of escalation and coaching calls. Drive continuous improvement by identifying monthly trending opportunities.           

DUTIES AND RESPONSIBILITIES:

1. Lead a regional team of Customer Experience Specialists (approx 15-20) that coaches and supports agents calling in with questions and customer escalations. Conduct the associated recruitment, performance management and performance assessments of direct reports. Perform quality listening analysis, allocate resources, establish individual development plans and monitor workflows.

  1. Handle customer escalations that could not be resolved at the Specialist level. Engage field, store or RSC partners as required to ensure resolution and root cause gap closure.
  2. Partner with and make recommendations/suggestions to the operational site leaders (Directors, Managers, Team Leaders) on repeat call avoidance and agent performance/behavior gaps strong functional expertise and force of character vs. position authority.

 

  1. Ensure that customer and business expectations are addressed / measured through appropriate processes and documentation/reporting of escalation and coaching calls. Drive continuous improvement by identifying monthly trending opportunities. Spend time regularly listening to calls in order to be knowledgeable on current business issues – drivers, gaps, opportunities.
  2. Execute on continuous improvement within own department – suggest creative improvements to own and functional work procedures and practices. Be aware and up to date on industry standards as they relate to the Associate and Customer Experience and identify opportunities to enrich the Sears program with new ideas and approaches.
  3. Work in compliance with all laws and regulations and attend or complete all required health and safety training, report all accidents and take every precaution reasonable to ensure personal safety and the safety of others. Perform other duties as required.

EXPERIENCE AND SKILLS REQUIRED

  • Demonstrated oral/written communication and interpersonal skills
  • Contact Centre Quality role Experience
  • Leadership/ Management experience
  • Demonstrated PC skills (excel, access, etc)
  • Demonstrated understanding of contact center operations
  • Strong analytical (eg. trend analysis) and organization skills
  • Working knowledge of call center operations
  • Previous experience with call center operations / programs
  • Demonstrated ability to adapt to changing environment
  • Secondary School graduation – Preferred University/ College in Business Administration

 

Although we appreciate the interest of all applicants, we must advise that only applicants selected for further consideration will be contacted.

We offer a competitive compensation package including a flexible benefits program and a generous associate discount on most Sears merchandise and services. We are committed to encouraging internal development and providing career enrichment opportunities wherever possible.

 

Please be advised that only those applicants who are selected for interviews will be contacted.

 

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