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Open nowPosted 41 days ago

Chef(fe) d’équipe, expérience client/Team Lead, Customer Experience

PIP Global Safety154 open roles

Where
Laval, QC, CAN
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Your applicationOpen nowChef(fe) d’équipe, expérience client/Team Lead, Customer ExperiencePIP Global Safety · Laval, QC, CAN

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on PIP Global Safety's own form.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. PIP Global Safety postings stay open a median of 2 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 41 days ago

PIP Global Safety median: 2 days open

The posting

(English Version Below)

PIP Canada, qui fait partie d'une organisation mondiale dont le siège social canadien est situé à Laval (Québec), est un important fournisseur de protection des mains et d'équipement de protection individuelle (EPI) pour les marchés industriels et de la construction. PIP® est l'acronyme de Protective Industrial Products, ce qui signifie que nous sommes engagés à aider à protéger les travailleurs essentiels chaque jour. Aujourd'hui, en tant qu'entreprise mondiale d'EPI, nous sommes dans une position unique qui nous permet d'offrir à nos employés de nombreuses possibilités de mener une carrière diversifiée et enrichissante, tout en sachant que nos produits d'EPI contribuent à protéger les travailleurs contre les blessures.

C’est dans cette perspective que nous sommes actuellement à la recherche d’un(e) Chef(fe) d’équipe, expérience client, basé(e) à notre siège social canadien situé à Laval (Québec). Relevant directement du Gestionnaire, expérience client, le ou la chef(fe) d’équipe, Expérience client est responsable de superviser, de soutenir et d’accompagner les spécialistes de l’expérience client de son équipe. Cette personne travaille en étroite collaboration avec son gestionnaire et collabore avec les autres chefs d’équipe afin d’atteindre les objectifs individuels, d’équipe, du service et de l’entreprise.

Principales responsabilités

  • Travailler en étroite collaboration avec le gestionnaire afin d’identifier et d’atteindre les principaux indicateurs de performance (KPI).
  • Communiquer les objectifs et les échéanciers aux membres de l’équipe.
  • Mettre en œuvre des plans de soutien pour assurer le bon fonctionnement général du service, atteindre les objectifs de niveau de service et de qualité, et assurer la gestion des activités quotidiennes en lien avec la clientèle.
  • Favoriser le développement individuel des membres de l’équipe par le suivi et la mesure de la performance, la rétroaction constructive, l’accompagnement et la formation, et formuler les recommandations appropriées relativement au développement professionnel de chacun.
  • Répondre aux appels et aux courriels des agents lorsque les besoins opérationnels l’exigent.
  • Améliorer la qualité des résultats en recommandant des changements et en accompagnant les membres de l’équipe dans l’adoption des comportements appropriés.
  • Fournir de l’information sur les produits et services en répondant aux questions et en offrant du soutien.
  • Assurer le suivi des présences des employés et veiller au respect des politiques de l’entreprise.
  • Participer au recrutement et à l’intégration des nouveaux employés.
  • Préparer des rapports mensuels et annuels sur la performance.
  • Établir des cibles et des objectifs d’amélioration.

Qualifications

  • Excellentes aptitudes en communication, tant à l’oral qu’à l’écrit, et capacité à collaborer efficacement avec tous les niveaux de l’organisation PIP.
  • Capacité à gérer plusieurs tâches simultanément et à établir efficacement les priorités.
  • Expérience en gestion et en supervision d’une équipe de personnel en expérience client responsable d’activités en lien direct avec la clientèle.
  • Capacité à motiver et à soutenir les agents grâce à la rétroaction et à une communication efficace.
  • Capacité à mesurer la productivité, la qualité et les indicateurs clés de performance (KPI) liés au service, notamment la saisie de commandes et la gestion des appels entrants.
  • Aisance avec les technologies et connaissance des logiciels informatiques et des équipements téléphoniques pertinents.
  • Capacité à demeurer calme et respectueux dans des situations de pression.
  • Expertise exceptionnelle en service à la clientèle.
  • Excellentes aptitudes en communication orale et écrite.
  • Excellentes capacités organisationnelles et souci du détail.
  • Connaissance des concepts liés à l’assurance qualité et à l’analyse de données.
  • Excellentes aptitudes en résolution de problèmes.

----

PIP Canada, part of a global organization with its Canadian head office located in Laval, QC is a leading provider of hand protection and personal protective equipment (PPE) to Industrial and Construction markets. PIP® stands for Protective Industrial Products meaning we are committed to helping protect essential workers every day. Today, as a global PPE company, we are in a unique position to offer employees ample opportunities for a diverse and rewarding career while knowing that our PPE products help keep workers safe from injury.

It is with this view and vision that we are currently seeking a Team Lead, Customer Experience, based out of our Canadian headquarters in Laval, QC. Reporting directly to the Customer Experience Manager, the Team Lead, Customer Experience is responsible for monitoring, supporting, and coaching their team of Customer Experience Specialists. They work closely with their manager, and partner with the other Team Leads to achieve individual, team, departmental and company goals and objectives.

Key Responsibilities

  • Work closely with the manager to identify and meet key metrics.
  • Communicate goals and deadlines to team members.
  • Implement support plans for overall department operations to meet service level objectives, quality goals, and management of day-to-day customer-facing activities
  • Provide individual development through monitoring/measurement, constructive feedback, coaching, and training and make appropriate recommendations regarding individual career development
  • Assists with taking agents’ calls/emails when business conditions necessitate
  • Improves quality of results by recommending changes and coaching behaviors.
  • Provides product/service information by answering questions and offering assistance.
  • Keep track of employee attendance and ensure compliance with company policies.
  • Assist in hiring and onboarding new employees.
  • Prepare monthly and annual performance reports.
  • Create targets and goals for improvement.

Qualifications

  • Possess excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the PIP organization.
  • Ability to multi-task and balance priorities effectively
  • Manages and oversees a team of CX personnel handling customer-facing activities.
  • Motivates and supports agents through feedback and communication.
  • Measures productivity, quality and service KPI’s such as Order Entry or inbound calls handling.
  • Tech savvy with knowledge of relevant computer programs and telephone equipment
  • Ability to remain calm and respectful under pressure
  • Exceptional customer service expertise
  • Strong verbal and written communication skills
  • Organizational skills and attention to detail
  • Familiarity with quality assurance and data analysis concepts
  • Excellent problem-solving skills
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