Job Order Detail

Description

Service Desk Manager

Purpose Of The Job

Lead the Customer Service Desk and Catalogue teams to ensure a positive customer experience is achieved. Drive credit, email and other revenue generating programs by engaging associates to deliver the plans. Create an environment of positive associate engagement that promotes customer loyalty,delivers flawless execution of all processes and standards.



Major Responsibilities

1. Create an environment of positive associate engagement by conducting regular communication meetings and having active recognition and associate development plans in place. Build a successful team by conducting regular reviews with CSD associates, recognizing performance and coaching to develop selling skills that will help to drive personal and team results.

2. Drive results of the Customer Loyalty Index (CLI), in particular with the check out process. Provide leadership to the teams through clear communication of goals, providing on-going coaching/training, and conducting timely, meaningful performance reviews.

3. Direct team to achieve set goals at the CSD and Catalogue areas, including credit acquisition plans and all corporately approved programs (eg. Charity fundraising, email acquisitions, customer survey).

4. Lead the day-to-day activities to ensure all required tasks are completed effectively, accurately and efficiently. Provide regular support to associates through education and ongoing coaching for performance.  



Qualifications/Competencies

Demonstrated team player

Excellent selling service skills

Demonstrated leadership skills

Knowledge of related purchasing and inventory systems (eg. SPOC, RIM, NROS, etc.)

Demonstrated oral/written communication skills



Education

Partial completion of Secondary School

Secondary School graduation

Apprenticeship program, or specialized training

Business Administration/Marketing