Canadian Tire Part Time Jobs – Manager, RSSD Contact Management

Job Description:

To help define where and how we work, CTC has introduced Hybrid Workplace Personas. While each role fits into a different persona category, this may evolve as employees progress in their career or business needs change. The Manager, RSSD Contact Management Position is categorized as a Connector, which means that the incumbent will be working with a variety of colleagues and partners to achieve business outcomes that require a mixed use of virtual and CTC campus presence.

Job Responsibilities:

• Engage the incident process by monitoring contact queues and incident handling and ensure response and resolution times are aligned or exceed Service Level Agreements
• Evaluate analyst performance consistently to ensure a high level of client satisfaction, quality and ensuring majority of the tickets are resolved at first contact.
• Provide mentorship to the team and conduct regular performance evaluations
• Develop and analyze reporting metrics for the contact desk
• A thorough understanding of the strategic vision for the contact desk and the ability to set the long-term direction of the team
• Oversee the operational and daily activities of the Contact desk (which includes web portal, emails, instant messaging, chat bot) to ensure customers receive an effective and timely resolution of all issues in compliance with the established SLAs
• Provide after-hours escalation support on a rotational basis

Job Requirements:

• A thorough understanding of the strategic vision for the contact desk and the ability to set the long-term direction of the team
• Provide after-hours escalation support on a rotational basis
• Engage the incident process by monitoring contact queues and incident handling and ensure response and resolution times are aligned or exceed Service Level Agreements
• Develop and analyze reporting metrics for the contact desk
• Evaluate analyst performance consistently to ensure a high level of client satisfaction, quality and ensuring majority of the tickets are resolved at first contact.
• Oversee the operational and daily activities of the Contact desk (which includes web portal, emails, instant messaging, chat bot) to ensure customers receive an effective and timely resolution of all issues in compliance with the established SLAs
• Provide mentorship to the team and conduct regular performance evaluations

Qualification & Experience:

Job Details:

Company: Canadian Tire

Vacancy Type:  Full Time

Job Location: Toronto, ON, USA

Application Deadline: N/A

Apply Here

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