Senior Manager, VIA Customer Center Job at Via Rail Canada
Reference Number :
24003_122022
Status :
Permanent - Full time
Job Category :
Customer Service
City :
MONTREAL
Province :
Quebec
Annual Salary / Hourly Rate :
102 816 - 133 056
Number of positions to be filled :
1
Application Deadline: :
2023-01-27
Description :
Did you know that VIA Rail is carrying out ambitious projects to modernize its services and infrastructure? From our new ultramodern train fleet to ongoing improvement of our infrastructure and reservation system, we’re building the future of transportation in Canada. Working for VIA Rail is being a part of a collective effort in sustainable mobility.
In support of VIA's Service & growth objectives, the Senior Manager is responsible to lead, develop and implement strategies achieving quality, performance and revenue objectives in an efficient manner, while ensuring employee involvement to achieve a highly engaged workforce
Responsibilities:
In support of VIA's Service & growth objectives, the Senior Manager is responsible to lead, develop and implement strategies achieving quality, performance and revenue objectives in an efficient manner, while ensuring employee involvement to achieve a highly engaged workforce
Responsibilities:
- Develops, executes and monitors the customer-business plan, ensuring service level objectives, budget and Key Performance Indicators are met in an efficient manner;
- Develops, implements and monitors change management strategies regarding VCC projects and various continuous improvement intiatives;
- Oversees the execution of an efficient quality program ensuring high quality services are provided though quality monitoring, coaching & training, as well as ensuring appropriate follow up on customer feedback & telephone surveys;
- Ensures compliance with HR policies and with the collective agreement;
- Directs and oversees all human resources & labour relation issues, including - Attendance management, disciplinary measures, grievance management;
- Sets objectives for each manager and provides them with coaching and support, periodically reviewing team and agent performance, adjusting strategies at individual or group level, as required;
- Develops and implements an employee engagement strategy to promote employee involvement and participation with regard to the changes that directly impact agents' work environment;
- Ensures a secure and safe environment by supporting and executing VIA's Health & Safety plan and programs. Communicates safety policies & objectives, supports the Health & Safety committee actitivies and follows up on a items requiring management intervention.
Requirements :
- Bachelors' degree in business or related field;
- Minimum of 8 to 10 years within a multi-channel Contact Center, or a similar Customer Experience group, and 5 years in a management capacity;
- In-depth experience working in a unionized environment and with the interpretation of collective agreements;
- In-depth knowledge of a Multi-Channel and CRM solutions;
- Bilingualism (French and English); both spoken and written;
- Regional and system-wide knowledge of network, an asset;
- Good knowledge of Canada Labour Code, Health Canada, Human Rights, SMS regulations and Official Languages.
Competencies:
- Promotes customer-centric culture. Effectively translates company vision/strategy into group's goals;
- Demonstrated leadership and coaching skills. Promotes employee participation in activities/projects to obtain buy-in and build and sustain a highly engaged workforce, as well as to achieve / surpass team goals & metrics;
- Assumes accountability for making decisions, driving individual and group results to improve department efficiency and enhance the customer experience;
- Strong planning & problem-solving skills, with ability to plan and implement medium- to long-term plans to achieve key performance results;
- Possesses strong analytical skills, and has indepth understanding of metrics and data to ensure an effective management of the operational plan and setting of optimal staffing levels;
- Excellent verbal & written communication skills in both official languages, with ability to effectively communicate vision to all levels of the organization;
- Adapts well in a constantly changing environment and works well under pressure;
- Demonstrates strong interpersonal skills and has ability to establish and maintain effective and harmonious relationships, with both internal and external partners;
- Fosters a culture of innovation and curiosity to instill a mindset of continuous improvement.
Why choose VIA Rail?
- Competitive salary and a generous compensation and benefits package;
- Flexible options for hybrid remote work;
- A close knit team of happy co workers;
- Numerous opportunities for career advancement;
- An environment that supports employee health and well being;
- A wide range of health and wellness benefits for employees and their families, including unlimited telemedicine service;
- To contribute to a sustainable transportation service connecting Canadian communities;
- First as an employer of choice and as the most trusted carrier among transportation companies in the 2022 Canadian Reputation study published by Leger.
- Learn more about VIA Rail: https://corpo.viarail.ca/en/company
Join our 3,000 other employees in helping provide Canadians with a safe, accessible, environmentally sustainable way to travel!
Condition of Employment:
- VIA Rail is committed to protecting the health and providing a safe environment for its employees and customers. VIA Rail has currently suspended its vaccination policy which requires that all members of its staff be fully vaccinated against COVID-19 and provide proof as a condition of employment. Please note that if the policy is reinstated in the future, employees will be required to comply.
VIA Rail thanks all applicants for their interest, however only those selected for an interview will be contacted. VIA Rail is an employment-equity employer and encourages all qualified candidates to apply. VIA Rail Canada is proud to be a military friendly employer.
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