Community Care/Call Centre Manager Full-time - Burnaby, BC (30+ days ago)

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The SPUD.CA family of companies is an online grocery delivery business with integrated operations through our Be Fresh and Blush Lane markets in Western Canada. We are a passionate team of nice people, who want to make a difference. We believe that food touches every aspect of our lives so we value sustainable farming practices, sourcing local, treating animals humanely, and reducing food waste. As a certified B Corporation since 2013, we are committed to responsible business practices that are socially responsible.

If our values resonate with you, and you want to learn, grow and develop within a team that inspires, shares knowledge, and cares, then please apply! We are growing, innovating, and it’s our great people that make it fun to come to work every day.

SPUD.CA is looking for a full-time, permanent Community Care Manager out of our South Burnaby, BC head office (105 5566 Trapp Avenue).

Duties & Responsibilities:
Our Community Care Manager is committed to Creating Amazing Experiences. They are responsible for driving our customer-first culture, representing the voice of the customer and ensuring that all departments are committed to delivering an amazing customer experience. In addition to strategic direction for our Community Care Team, they are responsible for planning the activities of the team, coaching for performance, providing support and assistance, and developing future leaders.

Lead with positivity and empathy, while ensuring that team members respect their peers, our customers, and the requirements of their positions.
Manage the full scope of daily Community Care operations
Participate in customer service strategic planning by implementing best practices, identifying and resolving problems and overseeing process improvements
Working with Senior Leadership, develop, refine and implement medium and long-term roadmap for our overall Community Care direction.
Lead Community Care team to ensure delivery of service and the maximization of sales through all interaction points
Coordinate best practices to maximize employee development, training and performance; manage ongoing business changes without sacrificing performance results
Mentor and develop the team to achieve quality, service and sales targets; provide leadership and promote engagement to foster a culture of continuous empowerment and improvement
Set a clear mission and deploy strategies focused towards developing service procedures, policies and standards that are current with call centre operations management
Monitor and measure new customer engagement and retention programs.
Analyze statistics and compile accurate reports to summarize data and trends to optimize performance of new and existing community care programs
Manage and adhere to allocated budgets
Control resources and utilize assets to achieve qualitative and quantitative targets
Additional duties as required

Qualifications & Requirements:
Generally the person that always shows up with dessert to a dinner party, even when you’re told you don’t need to bring anything.
5+ years of relevant experience
Proven work experience as customer service or related manager demonstrating management methods and techniques
Bachelor Degree in Business Administration or a related field an asset
Experience with and/or understanding of call centre technologies
Exceptional written and verbal communication skills, ability to prepare and deliver motivating presentations to peers, team and leaders
Energetic, value driven with a passion for team building and development
Strong analytical, problem solving and organizational skills
Demonstrate self-motivation with strong project management abilities in a fast paced environment
Ideal candidate will have experience implementing customer service systems

An annual salary paid bi-weekly based on experience.
20 % discount on purchases.
Extended health care benefits (effective the first of the month following 90 days).