drjobs Manager, Technical Support (Residential) / Responsable du support techique, segment résidentiel

Manager, Technical Support (Residential) / Responsable du support techique, segment résidentiel

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1 Vacancy
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Job Location drjobs

Toronto - Canada

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Our Company:

At Beanfield we are about building communities not just networks. For over 35 years we have been proud to build own and operate an extensive & robust fibreoptic network throughout Toronto Montreal and Vancouver. We believe that people are at the heart of everything we do. Were committed to making life better for our customers our employees and the communities where we live and work.

Founded in the underserved Toronto neighbourhood of Liberty Village weve always understood the importance of connection. Thats why we committed ourselves to building a fibreoptic network throughout the community and have continued to expand our network ever since.

Now with over 450 employees we continue to deploy our own independent construction fibre splicing installation network operations and support teams. Our services are delivered to over thousands of commercial and residential service addresses using Beanfield owned facilities.

We are looking for an ambitious Manager of Technical Support to help us optimize the Residential customer support experience. In this highimpact role youll have the chance to launch new technology process and best practices and shape the future of customer service at Beanfield driving operational excellence.

Position Summary:

As the Manager of Technical Support for the Residential Segment you will lead a team of Technical Support Representatives by motivating and coaching your team to proactively resolve customer technical issues across Internet IPTV and Voice Services going above and beyond to deliver exceptional customer experience. By partnering with teams across the organization including Field Network Operations and Customer Experience you will ensure technical issues are quickly addressed and resolved while identifying opportunities to improve our process and build efficiency within the this role you will be reporting to our Director of Technical Support and Operations.

Key Responsibilities:

Strategic Leadership & Vision

  • Craft and execute bold strategies that elevate the customer experience and drive business success aligning with Beanfields broader organizational goals.
  • Lead by example to create a culture of excellence ensuring technical support and operations remain toptier as the company grows with prioritization across a range of technical categories.
  • Provide leadership and support for customer escalations.

EndtoEnd Operational Excellence

  • Oversee the lifecycle of customer interactions balancing speed and quality metrics from initial inquiry to resolution ensuring each process is efficient seamless and customerfriendly.
  • Partner across the organization to optimize team workflows KPIs and processes to ensure maximum productivity customer satisfaction and overall operational efficiency.

Team Leadership Training & Development

  • Foster a customercentric resultsdriven culture where every team member is motivated to perform at their best.
  • Focus on training and skill development ensuring continuous growth through mentorship training and performance reviews and daily communications.
  • Ensure new process and policies are effectively trained and rolled out to employees.
  • Act as a liaison for front line employees handling all matters including recruitment adherence to company policies scheduling and time off requests.

Performance & Accountability

  • Set ambitious targets report on team performance daily and weekly holding the team accountable to achieving KPIs and company goals.
  • Conduct Quality audits on calls tickets and escalations.
  • Set and adhere to SLA and MTTR targets across a range of customer inquiries and issues.
  • Analyze and report on performance data to identify trends drive improvements and refine strategies that elevate service standards and sales outcomes.
  • Conduct incident investigations as required.

Innovation & Technology Leadership

  • Drive technological innovation and change by adopting new software and processes that improve the customer and agent experience.

Scheduling & Forecasting

  • Own the scheduling and forecasting process ensuring efficient allocation of resources across personnel technology and operational expenses.

Skills & Qualifications:

  • Proven Leadership Experience: 5 years in customer service; including call centre management with a strong track of managing large teams
  • CustomerCentric Visionary: You understand the customer and youre passionate about creating a worldclass experience at every touchpoint.
  • Dynamic People Leader: You know how to build inspire and motivate a team driving a culture of high performance and continuous improvement.
  • Master Communicator: Your communication skills are second to none whether speaking with internal teams or representing Beanfield to external partners you know how to convey your vision and motivate action.
  • TechnologyDriven: You embrace change and have experience integrating new tools and technologies that enhance both team performance and the customer experience.
  • Telecom Expertise: Strong knowledge of telecom products and services is a huge plus.
  • Bilingual (Preferred): Ability to communicate in both English and French is an asset.

Whats in it for you

  • Competitive base salary plus bonus based on company and individual performance.
  • Permanent fulltime position.
  • A comprehensive group insurance plan medical dental vision care with health and lifestyle spending accounts.
  • A fantastic parental leave topup program.
  • Support for professional and career development.

At Beanfield we are proud to be an equalopportunity employer.

We are committed to fostering a diverse and inclusive workplace where all qualified applicants are considered for employment without regard to race colour religion gender gender identity or expression sexual orientation national origin genetics disability age or any other protected status. Beanfield is dedicated to providing access equal opportunity and reasonable accommodation for individuals with disabilities in all aspects of employment as well as in our services programs and activities. If you require accommodation during the application or interview process please contact us at.

Please note that candidates must be legally eligible to work in Canada at this time. We regret that Beanfield is unable to sponsor employment Visas.

Please note that all communication regarding recruitment and hiring at Beanfield will come exclusively from email addresses ending in@. We urge candidates to be cautious of any unsolicited messages or offers and to remain vigilant against phishing attempts.

Notre entreprise :

Chez Beanfield nous construisons des communauts pas seulement des rseaux. Depuis plus de 35 ans nous sommes fiers de construire de possder et dexploiter un rseau de fibres optiques tendu et robuste travers Toronto Montral et Vancouver. Nous croyons que les gens sont au cur de tout ce que nous faisons. Nous nous engageons amliorer la vie de nos clients de nos employs et des communauts dans lesquelles nous vivons et travaillons.

Fonds dans le quartier mal desservi de Liberty Village Toronto nous avons toujours compris limportance de la connexion. Cest pourquoi nous nous sommes engags construire un rseau de fibre optique dans toute la communaut et nous avons continu tendre notre rseau depuis.

Aujourdhui avec plus de 450 employs nous continuons dployer nos propres quipes indpendantes de construction dpissage de fibres dinstallation dexploitation de rseaux et dassistance. Nos services sont fournis des milliers dadresses commerciales et rsidentielles en utilisant les installations appartenant Beanfield.

Nous sommes la recherche dun gestionnaire ambitieux de lassistance technique pour nous aider optimiser lexprience de lassistance la clientle rsidentielle. Dans ce rle fort impact vous aurez la chance de lancer de nouvelles technologies processus et meilleures pratiques et de faonner lavenir du service la clientle chez Beanfield en favorisant lexcellence oprationnelle

Rsum du poste :

En tant que responsable de lassistance technique pour le segment rsidentiel vous dirigerez une quipe de reprsentants de lassistance technique en motivant et en encadrant votre quipe pour rsoudre de manire proactive les problmes techniques des clients dans le cadre des services Internet IPTV et vocaux en allant audel de ce qui est ncessaire pour offrir une exprience client exceptionnelle. En collaborant avec les quipes de lorganisation y compris les quipes de terrain les oprations de rseau et lexprience client vous veillerez ce que les problmes techniques soient rapidement traits et rsolus tout en identifiant les possibilits damliorer nos processus et de renforcer lefficacit au sein de lquipe. A ce titre vous serez rattach(e) notre directeur du support technique et des oprations.

Principales responsabilits :

Leadership et vision stratgiques

Excellence oprationnelle de bout en bout

Leadership formation et dveloppement de lquipe

Performance et responsabilit

Leadership en matire dinnovation et de technologie

Planification et prvisions

Comptences et qualifications :

Quels sont les avantages pour vous

Chez Beanfield nous sommes fiers dtre un employeur garantissant lgalit des chances.

Nous nous engageons favoriser un environnement de travail diversifi et inclusif o toutes les candidatures qualifies sont examines sans gard la race la couleur la religion le genre lidentit ou lexpression de genre lorientation sexuelle lorigine nationale la gntique le handicap lge ou tout autre statut protg.

Beanfield sengage fournir un accs une galit des chances et des amnagements raisonnables pour les personnes en situation de handicap dans tous les aspects de lemploi ainsi que dans nos services programmes et activits. Si vous avez besoin dun amnagement pendant le processus de candidature ou dentretien veuillez nous contacter

Veuillez noter que les candidats doivent tre lgalement autoriss travailler au Canada ce moment. Nous regrettons que Beanfield ne puisse pas parrainer de visas de travail.

Veuillez galement noter que toutes les communications concernant le recrutement et lembauche chez Beanfield proviendront exclusivement dadresses email se terminant par @. Nous invitons les candidats tre vigilants face aux messages ou offres non sollicits pour viter toute tentative dhameonnage.

Exigences linguistiques :

Les candidats doivent parler couramment langlais et le franais et doivent avoir dexcellentes comptences rdactionnelles en anglais et en franais. Lentretien de relations professionnelles avec parties prenantes anglophones ou hors Qubec est critique dans le cadre de ces fonctions. Beanfield vise offrir une exprience positive a tous ses clients au Canada.


Required Experience:

Manager

Employment Type

Full-Time

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