Job Opening: Client Service Lead
Location: Calgary, AB, CANADA
CRITICAL SUCCESS FACTORS
- High level of customer service attributes
- Perform quality assurance checks on work performed and provide feedback to employee
- Provide monthly reporting to be used for trending and continuous improvement opportunities
- Ensure works queues are monitored and appropriate actions are performed
- Maintain an effective resource scheduling system to support current and future requirements.
- Approve necessary technical training requested by staff, making sure it is beneficial to the organization
- Assist Senior Management in operational planning, development of employee programs such as awards and incentives, headcount and continuous improvement
- Acquire and maintain technical and managerial knowledge through reading, self-paced training, courses, seminars and others methods as necessary.
- Customer Satisfaction
- Cultivates strong client relationships
- Provide direction for all customer-related activities. Ensure appropriate, skilled-staff are in place to meet contractual obligations.
- Ensure a high level of customer satisfaction through frequent and clear communications with staff and clients.
- Successfully resolve customer satisfaction issues in a timely and responsive manner. Escalates issues to Senior Management as required.
- Analyze quality defects and apply corrective action which prevents the defect from reoccurring.
Job Responsibilities:
- Provide clear direction and necessary guidance and follow up when delegating.
- Promote a climate of cooperation and collaborative problem solving.
- Use positive reinforcement to motivate.
- Monitor performance to help employees improve their performance.
- Provide regular effective coaching to help employees attain performance objectives.
- Responsible for performance appraisals, which motivate associates to do well and to develop
- Maintain a good system for selecting new employees and hires only the best candidates
- Makes recommendations on behalf of their employees for salary and promotional opportunity.
- Arranges or facilitates skills development through formal or informal staff training.
Job Skills:
- Superior Customer service skills and the ability to coach staff on customer service
- Good knowledge of desktop support and related technical issues.
- Ability to understand customer needs.
- Excellent problem solving skills.
- Communication and negotiation skills.
- Project management and delivery.
- Ability to increase efficiency.
- Ability to recognize need and add appropriate staff when necessary.
- Strong documentation, organizational and leadership skills
- Ability to work and supervise in fast-paced environment.
Job Requirements:
- Education in Business, Information Technology or similar discipline
- ITIL, Project Management, Leadershi
- Minimum 3 years of team lead or related experience.
How to Apply:
Website: www.metafore.ca
Website: www.metafore.ca
0 comments:
Post a Comment