This is a hybrid position, 1 day per week in Boucherville

At RONA, our employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

We operate or service corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA+, RONA and Dick’s Lumber banners are well equipped to help meet the needs of all DIYers and contractors.

You’ve got the talent? We’ve got the tools! Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You’ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.

So, if you’re looking to do what you love, we could be a perfect match.

Responsible for managing offshore contact center service provider & RONA after-sales support teams, with a focus on performance, continuous improvement, and B2B/B2C customer satisfaction. Leads contact center operation teams, develops processes, and coordinates cross-functional teams to ensure an efficient and consistent customer experience.

Vendor Management

• Lead the relationship with outsourced contact center service teams.
• Ensure compliance with contracts, SLAs, and KPIs.
• Monitor commercial and operational agreements.
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Team Leadership

• Manage and motivate three specialized Level 2 support teams.
• Define objectives, monitor performance, and support skill development.
• Guarantee consistency in practices and quality of customer interactions.
• Develop tailored solutions and support processes to meet the needs of business clients.
• Collaborate with Sales, Marketing, and Product teams to enhance the value proposition for customers.

Performance Monitoring & Continuous Improvement

• Develop dashboards and analyze performance indicators.
• Identify improvement opportunities and implement action plans.
• Escalate critical incidents and coordinate resolution efforts.

Internal Collaboration

• Work closely with Quality, IT, and Customer Experience teams.
• Contribute to process definition and optimization of customer journeys.

Desired Profile

Experience:

• Minimum 5 years in vendor management or team leadership within a contact center environment or retail experience.

Technical Skills:

• Proficiency in CRM and ticketing tools.
• Knowledge of performance metrics (AHT, FCR, NPS, SLA).

Soft Skills:

• Strong leadership and team-building abilities.
• Excellent communication and negotiation skills.
• Results-driven mindset with a focus on continuous improvement.
• Ability to understand and anticipate the needs of customers and internal teams.

Work Environment

• Dynamic environment focused on performance, customer satisfaction, and cross functional collaboration.
• Comfortable managing and leading fully remote teams.
• Ease with multicultural teams and international partners.

By joining the RONA family, you’ll enjoy many benefits, such as:

• Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA locations)
• Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
• Career growth opportunities within the company
• An inclusive and safe working environment
• Promotion of work-life balance
• An employer that’s involved in the community
• And much more!

If selected for an interview, please advise our Human Resources team if you require accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

RONA is committed to encouraging diversity and inclusion. We are pleased to consider applications from all qualified candidates, regardless of race, colour, religion, sexual orientation, gender, nationality, age, disability, or any other protected status.