Kingston Economic Development Corporation Customer Experience Manager in Kingston, Ontario

Assurant Solutions is seeking a talented, imaginative, and smart Customer Experience Manager that genuinely cares about customers and strives to ensure they receive outstanding, market leading customer service. When it comes to Customer Experience, Assurant Solutions wants to do things differently. The right candidate will continue to build on our achievements and help drive an effective and exceptional multi-channel customer experience. Reporting to the Director of Customer Experience, the manager will implement tactical plans to support the strategy, incite engagement and resolution satisfaction within each corresponding channel and work cross-departmentally to create relevant and constantly evolving customer solutions.

PRIMARY RESPONSIBILITIES:

  • Inspire, lead, manage, coach and develop a customer care team to reach their full potential.

  • Optimize the customer service organization including people, products, processes and technologies to deliver business and operational objectives.

  • Maximize business processing platforms to realize higher levels of efficiency and CSR productivity.

  • Define and execute on meaningful KPIs that maximize impact on positive brand image.

  • Develop, test and deploy continuous improvements to grow the business in a customer centric and cost effective way.

  • Use external industry knowledge and relationships to ensure Assurant Solutions remains ahead of market.

  • Conduct ad hoc analysis of social conversations and voice of the customer feedback in response to issues, situations and other trends impacting brand image and consumer opinions while providing insight and recommendations on overall communications strategies to Sr. Leadership.

  • Generate forecasting for inbound/outbound customer service interactions across all channels and create budgeting models.

  • Serve as the main department point of contact internally and externally for Assurant Solutions.

SKILLS & EXPERIENCES:

  • Level of knowledge ordinarily acquired through completion of a Bachelor’s degree.

  • 3-5 years of progressively more responsible experience in the area(s) managed.

  • Minimum of 2 years in a professional managerial position.

  • Experience handling multiple client channels.

  • Experience and ability to effectively, and positively, manage large groups of people.

  • Human resource policies and procedures;

  • Contact Center Operations policies and procedures.

  • Sales and service provision experience in a fast paced environment.

  • Excellent written and verbal communication skills.

  • Excellent analytical and interpersonal skills.

  • Excellent presentation skills.

  • Excellent multi tasking and organizational skills.

  • Strong preference for wireless/cellular industry experience

  • Bilingual (French/English) is considered an asset.

Job Type (EN): Full Time

Job Industry (Choose up to 3 industries) (EN): Insurance

Career Level (EN): Experienced

Closing Date: Posted Until Filled