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The Service Excellence Manager is responsible for ongoing supervising and coaching of employees to ensure processes and initiatives achieve and exceed strategic targets that will result in a high level of Customer, Dealer and employee satisfaction. Responsible to create, prepare, and conduct training which will develop the knowledge and skills of employees at SecurTek. Conducts audits and verification of employees performance to ensure the deliverance of exceptional customer service.
Typical Job Duties
- Writes edits and updates training material, documentation, policies and procedures. Provides support to Managers by fielding inquiries and problems.
- Provides quality control on individual performance through audits and verifications of customer interactions and requests.
- Takes corrective action on all accounts where errors have been identified and provides results and input into performance evaluations and development of performance improvement plans for employees.
- Rotate on-call duties, answer staff questions, take incoming calls from staff reporting absence and make attempts to replace.
Qualifications
- Bachelor Degree in Commerce/Business Administration or two-year diploma in business administration AND management experience in a customer service/call center environment or equivalent education and/or experience.
- Ability to lead, supervise and coach people in a 7/24 environment. Evenings, nights and weekends will be required.
- Flexibility required to work in a rapidly changing environment with many priorities.
- General knowledge of Security Industry products and residential installation and repair procedures an asset.
We offer health, dental, and vision benefits and an excellent pension program with opportunities for advancement.
Essential Skills
- Problem solving
- Decision making
- Job task planning and organizing
Additional Skills
- Supervise team or staff
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