Customer Care Manager, Operations and Telephony

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Open up to the Possibilities!

At Purolator, you’ll be proud knowing you’re working for a Canadian company that truly values its employees. And it’s community. This is an exciting and evolving industry and we’re leading the change as we strive to deliver the future. Here you will be empowered to help move the business forward. Each and every day. Are you open to the possibilities?

Successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment. If you have questions, please feel free to ask during your interview.

It’s not a package. It’s a promise®

We are one of Canada’s largest courier and freight networks. With over 175 operations facilities, 100+ Purolator Shipping Centres and 1,200+ Authorized Shipping Agents across Canada and 30+ offices in the U.S., we are able to deliver more for our customers from coast to coast, every day.

What’s in it for you?

• Working for a successful & stable Canadian company
• Awesome opportunity to join a winning team
• Work in a safety-first environment. ISO Certified
• Employee friendly & Supportive corporate trainings and policies in a diverse and inclusive environment
• Overtime offered
• Purolator believes in promoting from within first. Multiple opportunities for advancement. Ask us about all career opportunities such as lead hand, supervisor, workplace trainers and many more
  

What is the job?

This role will oversee service level management related to the Customer Care team. This will include management of telephony tools and automation initiatives. This role will also create hiring plans, support budget planning, business continuity tasks and collaborative support for areas outside customer care.

Job Description

• Work with IT and other cross functional teams to effectively manage the deployment of project and initiatives within Customer Care team.
• Manage and execute test plans, and testing resources within Customer Care teams (and other stakeholders) to ensure initiatives and projects are deployed with minimal impact.
• Oversee Operations Support team to ensure adequate schedules are in place to meet staffing and coverage requirements.
• Protect KPI’s through adjustments in priotiy and skill matrix – both planned and real-time.
• Lead Business Continuity planning initiatives.
• Management of Incident tickets with trending and root cause analysis.
• Metrics and KPI reporting.
• Identify opportunities to help drive automation initiatives.
• Work with subordinates to help them develop their skills to be successful in their roles and with their teams.
  

Qualifications

• Advanced knowledge of Excel, PowerPoint, Microsoft Teams, and Salesforce.com
• Advanced knowledge and experience relating to the use of customer facing self-serve platforms such as shipping channels, Virtual Assistants, Purolator.com.
• A minimum of 3 years of contact centre experience.
• College certificate or equivalent experience required
• Knowledge and experience in change management is an asset
• Knowledge of all contact centre systems is required and base knowledge of other cross functional group processes including operations, retail, and marketing
  

Apply no later than June 8, 2022

Purolator’s people and culture

It started in 1960 with two employees – today Purolator employs 13,000+ employees in Canada and over 200 in the U.S. Our employees go the extra mile because they are inspired and empowered to contribute innovative ideas and solutions that impacts customer and community.

We hire like-minded employees who are driven, passionate and committed. They belong to a winning team! Trust and teamwork are the secret to our success. We support each other, have fun, and win together.

At Purolator we excel because we believe in possibilities and we are challenged to reach our full potential. We are empowered each and every day to help move the business forward.

We are aware of a fraudulent website that appears to mimic the Purolator careers page. Official job postings from Purolator are shared on www.purolator.com/careers or https://careers.purolator.com . Please ensure any job applications are made directly on these websites. Please note, Purolator will never ask an applicant to make a financial transaction for equipment as part of its recruitment process.

Purolator is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Indigenous status or any other factors considered discriminatory. If you require an accommodation during the recruitment process, we will work with you to meet your needs.

We recognize that our employees and their families are key stakeholders. We will only be successful as a business if we provide our employees with a safe and healthy workplace and if we have the right people in the right roles with the support they need to succeed. We hire for attitude and train for skills. To learn more about us and our values, go to www.purolator.com.

At Purolator, every day is an opportunity for our employees to connect with one another and with our customers to help make a positive impact in the communities where we live, work and play.