Manager – Regional Contact Center

By Festo Canada Inc.

Dead Line: April 2, 2016

This position is responsible for the daily management of all customer and internal inquiries through the Regional Contact Center (RCC), the customer care provider for both the US and Canadian Festo organizations. Accountable for meeting, and setting customer service targets, as well as planning areas of improvement or development in order to provide world class customer service to Festo clients. This position is located in Mississauga, Ontario.

Duties of this job include:

• • Works collectively with business leaders and sales to provide top-notch customer care and exceed customer expectations
• • Interfaces with other (Regional) Contact- and Shared Service Centers in order to drive best practices
• • Displays leadership with the ability to form strong business relationships within a dynamic and fast paced environment
• • Maintains up to date knowledge of industry developments and involvement in networks
• • Responsible for high level escalations in respect to customer related issues
• • Serves as the RCC prime between Festo and Top Target accounts
• • Determines viability of key account status and handling
• • Negotiates services and business strategies with selected customer groups
• • Coordinates e-commerce and customer portal related activities
• • Effectively interacts with all departmental managers and key stakeholders
• • Coordinates customer related activities from support departments (Finance, Logistics, Customer Solutions, etc)

Human Resources: 

• • Builds and supports a highly engaged team of service professional to exceed customer requirements
• • Plans and manages change i.e. headcount and staffing levels
• • Oversees the hiring, performance evaluation, discipline and termination processes
• • Oversees scheduling of resources to align to business needs in the areas of training and performance management
• • Oversees administration and communication of departmental KPI’s (compensation and alignment of goals) Constantly reviews and adjusts strategic alignment of resources to suit ever changing market
• • Oversees that quality assurance objectives are being achieved
• • Ensures all employees are trained within the guidelines of the Festo Fit for Change program
• • Coaches and mentors direct reports
• • Resolves conflicts as they arise, addresses root causes and improves upon them
• • Coordinates visits from Festo colleagues to the RCC
• • Travels to F-USA Headquarters in Hauppauge, NY as required (currently once a quarter)

Processes

• • Sets and ensures meeting of performance targets for customer satisfaction, service levels, efficiency and quality
• • Ensures that calls are answered by staff within agreed time service level and in an appropriate manner (KPI’s)
• • Participates in the creation and implementation of Festo HQ Contact Center strategies, incentive programs, systems and processes
• • Supports internal staff through efficient and effective communication
• • Aligns BSC initiatives and management reporting within the RCC (CA, US and RA).
• • Is responsible for attending and presenting at certain CA and US Management meetings – ISO, BSC etc.
• • Is responsible for overseeing processes for the Commercial, Product Support/Technical Support and Back Office teams
• • Actively drives the coordination of Process Alignment activities (CA/USA) to create operational efficiencies
• • Oversees monthly department statistics to support and measure effectiveness of operation
• • Works in conjunction with other shared resources within the region (e.g. DPC) to achieve Festo goals
• • Other duties and tasks as assigned

Desired Skills and Experience

• • University Degree and/or College diploma required (business degree or diploma preferred)
• • Successful and proven management experience in a contact center or like environment (sales, supply chain etc) prefer 5-7 years
• • Proficiency with MS-Office, (SAP is an asset)
• • Excellent verbal, written communication and presentation skills a must
• • Proficiency in the French language is advantageous
• • Some travel required to the US and Germany (1-2 times per year)

Candidates that are looking for a challenge, and interested in becoming part of a dynamic team should forward their resume in confidence by email to the attention of Human Resources hr.bestjobs@ca.festo.com by November 13, 2015. Please put Manager – Regional Contact Center in subject line.

Festo Inc. 5300 Explorer Drive Mississauga, ON L4W 5G4 Tel: 905-614-4600 Fax: 905-624-9001 hr.resources@ca.festo.com www.festo.ca