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
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.
EXPERIENCE AND SKILLS REQUIRED
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.