About This Role
Job Summary
The group leader customer service is responsible for managing the team of customer service representatives in charge of handling customers’ requests (phone/email) and providing high quality support to all our departments according to CAE processes and procedures.
Main Responsibilities
- Ensure the proper functioning of the customer service department by organizing the workload, defining and implementing processes, policies and methods to increase efficiency and productivity;
- Manage, coach and motivate the members of the team through effective communication, regular meetings and training sessions;
- Analyze and interpret data related to team performance, identify areas for improvement and implement strategies to enhance overall results;
- Monitor trends and changes in customer needs and expectations, and ensure that the team adapts its approach accordingly;
- Act as a liaison between the customer service team and other departments within the organization to ensure a smooth flow of information and resolve any issues or conflicts that may arise;
- Implement measures to improve the quality of services provided by the team, including training programs, process improvements, and technology solutions;
- Gather feedback from customers and use it to make recommendations on how to improve the overall customer experience.
Qualifications
- University degree in Business Administration, Economics, Psychology, Communication or similar field;
- At least 5 years of experience in leading a team in a contact center environment;
- Proven ability to analyze complex problems and develop innovative solutions;
- Excellent communication skills (oral and written), active listening and empathy;
- Strong leadership skills, with the ability to motivate and guide a team towards achieving common goals;
- Ability to multitask, prioritize tasks, and manage time effectively;
- Proficiency in MS Office applications (Excel, Word, PowerPoint);
- Experience with CRM software (Salesforce) is a plus.
Position Type
CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.
CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.
If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at rh-hr@cae.com.