Customer Support Manager

Job Title:


Customer Support Manager

Company:


Storage Appliance Corp

Job Location:


Richmond Hill, ON

Customer Support Manager

Storage Appliance Corporation requires an Experienced Customer Support Manager to build a scalable robust Customer Support centre for our fast growing technology company located in Richmond Hill.

Responsibilities

- build a scalable robust Customer Support centre
- Coordinate and oversee the day to day activities of the dept
- research and implement call tracking and problem resolution systems
- work with Human Resources to hire technical customer support presentatives
- Manage the activities of customer support representatives
- Build on existing procedures, policies and processes for handling the customer care aspect of the call centre
- Develop and implement new customer care strategies aimed at supporting achievement of company / departmental goals, and sales development of the department in the short, medium and long term.
- Oversee performance evaluations, performance management, coaching, training of Customer Service agents, and monitor staffing needs of the department
- Liaise with the operation/sales team to help implement strategies and procedures in accordance with their requirements and priorities in the field
- Develop forecasting and schedule processes, monitor quality of work
- Formulate operational strategies to ensure the appropriate infrastructure to meet peak and non- peak periods
- Provide leadership, support and direction to team

Requirements

- Must have 2+ years of previous call centre experience at a Supervisory or Management level
- Previous experience creating customer service dept
- Experience supporting both Macintosh and Windows platforms a plus
- Must be highly organized, upbeat, and able to work in a fast paced, technology environment
- Must possess strong communication and people skills as well as strong conflict resolution skills
- Must be a self-starter, analytical and detail-oriented
- Microsoft Word, Excel, Power Point at an advanced level
- Must be available to work flexible hours

To Apply:

If you have the skills and experience required for this position, please forward your resume to:

Storage Appliance Corporation
30 WestBeaver Creek Rd., Suite 115
Richmond Hill ON L6A 2K6

E-mail: rachel.di.natale@storage-corp.com