Groupe Dynamite Inc.

Supervisor, Client Services

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    Groupe Dynamite Inc.

    Supervisor, Client Services

    Groupe Dynamite Inc. Mont-Royal, Quebec

    Sales, purchasing and customer service
    Reference : 7137
    Posted 3 week(s) ago | Still Open
    Permanent Full time As soon as possible


    Groupe Dynamite is a global fashion retailer with two brands at the heart of its success, Garage and Dynamite. We operate close to 400 stores in Canada and worldwide, and employ over 6,000 people. We have our roots planted firmly in the terrain of fashion’s retail landscape.

    As Canadian leaders in the international retail landscape, the Garage and Dynamite banners continue to stand out in an increasingly saturated market. Our passionate team continues to lead the expansion of the business in new markets, including E-commerce, while always leveraging our shared values.

    We are proud to hire and retain inspiring leaders, motivated by their desire to achieve great things and recognized for their entrepreneurial spirit.

    Role Summary:

    Reporting to the Manager, Client Services, the Supervisor will assist in the management of the operations of our Call Centre, servicing clients, stores and internal employees.

    He/she will ensure that the team is maintaining a high degree of customer and client service satisfaction for our stores, our head office employees, and our customers. This includes overseeing the Customer Service Representatives (CSR) while ensuring that the business is supported so that business units can deliver on company objectives. This includes the responsibility of helping with the management of all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordinating of all support and incident management functions. You will work closely with the Manager, Client Services, to support a uniquely complex, challenging and dynamic contact centre.

    Main Responsibilities:

    Ensuring that the team provides effective solutions in resolving customer (internal and external) calls and unsatisfactory service issues in accordance with established policies and procedures;
    Ensuring that the team offers exceptional support to our stores in order for them to provide a world-class shopping experience to our customers;
    Ensuring that all customer service calls are tracked and followed through;
    Training, coaching, and mentoring CSRs; ensuring that team members are properly trained and have the necessary tools to answer enquiries;
    Identifying opportunities for improvement within our current Client Service practices and systems;
    Identifying opportunities to increase brand loyalty;
    Monitoring and delivering on Service Level Agreements (SLAs);
    Directly accountable for the department's overall productivity, managing key initiatives (including analysis of key performance indicators (KPIs), scheduling complexities, service delivery issues, staff performance standards, client (stores and clients) escalations to other teams, etc.);
    Overseeing the CSRs’ work schedules and adherence while monitoring and analyzing performance to ensure the highest level of customer service and on-the-job performance;
    Assisting with the maintenance of quality, knowledge and technology management, and process and policy improvement;
    Analyzing statistical data and preparing reports on agent/team/contact centre performance;
    Participating in special projects, helping in the management of project execution and key initiatives as required;
    Available to work different shifts, such as days, evenings, weekends and holidays (Call Centre hours of operation are Monday to Friday, from 7 a.m. to 10:00 p.m., and Saturday and Sunday, from 8:00 a.m. to 8:00 p.m.);
    You must be available to provide on-call coverage as required.

    Qualifications and Competencies:

    Technical Skills:

    Perfectly bilingual (French and English), written and spoken;
    Strong computer skills including knowledge of Windows and Excel, internet.
    Competencies :

    Highly results-oriented and customer/client focused;
    Excellent verbal communication and writing abilities;
    Detail-oriented, organized, a strong team player, flexible and able to multi-task;
    Ability to explain a situation and to give advice. Approach centered on empathy is required and the ability to summarize and share information;
    Strong conceptual and analytical skills;
    Knowledge of budgeting and performance management practices in a call center;
    Strong organizational, planning and problem-solving skills;
    Ability to work and add value in a fast-paced team environment, with multiple competing interests and tight deadlines;
    Ability to adapt to rapid changes in procedures and processes in a dynamic environment;
    Ability to develop highly effective relationships;
    Experience in leading or participating in process improvement teams;
    Demonstrated ability to work independently, perform analysis and structure findings and recommendations for an executive audience.

    College degree OR Bachelor’s degree in a related field or equivalent in years of service.
    Experience :

    5 years of experience in a call centre environment, of which at least 2 in a supervisory role;
    Experience with e-commer
    ... See more
    ce customer service would be an asset;
    Excellent knowledge of call centre technologies;
    Demonstrated leadership ability;
    Retail and/or sales experience would be an asset.

    You will be rewarded for your contribution and dedication with a competitive salary and a bonus plan. We also offer a registered retirement savings plan in Canada and a flexible group insurance plan that meets all your needs thanks to personalized coverage, as well as an employee discount in our stores.

    Groupe Dynamite is committed to employment equity. Only those candidates who have been retained will be contacted for an interview.

    Knowledge and abilities

    • Essential - Bilingual French-English
    Groupe Dynamite Inc.

    Groupe Dynamite Inc.

    GROUPE DYNAMITE, IN THE HEART OF FASHION, EVERYDAY. After 40 years in the fashion business, Groupe Dynamite has successfully launched some of the most recognizable fashion brands in Montreal, Quebec. The Company operates over 350 stores from...

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