Operations Manager, Customer Contact Center
Goodfood Market Corp., Canada
Job Description
Goodfood (TSX:FOOD) is a leading online grocery service in Canada, delivering fresh meal solutions that make it easy for members from coast to coast to enjoy delicious meals at home every week. Goodfood’s mission is to make the impossible come true, from farm to kitchen, by enabling members to do their weekly meal planning and grocery shopping in minutes. Goodfood members get access to a unique selection of products online as well as exclusive pricing made possible by its world-class direct-to-consumer fulfillment ecosystem. Goodfood currently has more than 300,000 active subscribers and over 3,800 dedicated and passionate employees across Canada.
As an Operations Manager of the Customer Contact Center ( Member Happiness department) within Goodfood you will redefine what 100% customer satisfaction means for Canadians from coast-to-coast! We will empower and support you so that you can offer a strong foundation and structure to your team of Member Happiness Performance Team Leads and support staff. If you want to be central in our Member Happiness Specialists ability to provide a world-class customer experience and foster lifelong relationships with Goodfood members, this is the impactful opportunity you have been looking for!
Responsibilities:
- Manages overall functioning of shift, direct reports and collaborate with support staff in order to achieve key performance objectives focused on quality, productivity and revenue metrics. These may include: (Customer Satisfaction, Tickets Per Hour , Credits amp; Refunds), as well as contributing KPIs (including, but not limited to: quality, schedule adherence amp; conformity, behavioural growth);
- Ensures service level agreements are maintained throughout all channels;
- Tracks the goals, processes and metrics for initiatives to ensure proper delivery and objective attainment, recommends adjustments as needed and keeps cost per ticket to a minimum;
- Improves communication across the team and leads change management initiatives;
- Ensures escalated member related issues are solved appropriately;
- Coordinates mass member communication and brand voice;
- Monitors, develops and implements standard operating procedures to optimize the customer contact center operations;
- Stays current on industry best-practices, the competitive landscape and evaluates external opportunities;
- Oversees annual evaluations, and quarterly or annual performance reviews, identifies and maintains a pool of promotable people;
- Interviews and hires gold standard Member Happiness Specialists, and Performance Team Leads;
Provides leadership and motivation to the shift community within the customer contact center.
Requirements
- 5+ years experience in customer contact centre environment;
- 3+ years management experience in a customer contact centre environment;
- Bachelor degree or equivalent combination of education and experience;
- Strong Google Docs and Excel or equivalent Office Suite user;
- Entrepreneurial mindset with can-do attitude;
- Organized people leader focused on performance management;
- Bilingualism (English and French) is required.
- Organizational behaviour knowledge (an asset)
Benefits
WHY GOODFOOD?
Our team strives to give our members a world class customer experience. We believe in being ambassadors of the brand to make the impossible come true from the farm to table!
What we have to offer our employees:
Competitive Group Insurance
Personal No Questions asked days
Annual bonus program
Annual fitness credit
Employee shares program
Employee long-term incentive (LTI) program
If you are looking to fully utilize your skills and knowledge in the customer contact space, come help Goodfood build a memorable member experience and great working environment for our frontline team!