Our client, a leading company in the transportation and logistics sector, is looking for an experienced Customer Care Manager to oversee their customer service operations. This role is critical in ensuring a seamless customer experience while driving team performance, improving processes, and maintaining service excellence.
The ideal candidate has a strong background in customer service leadership within transportation or related industries, combined with expertise in KPI management and process optimization.
Lead and manage the Customer Care team to deliver best-in-class service.
Monitor and achieve key performance targets, including call response time, first-call resolution, and quality assurance.
Conduct regular team meetings and performance reviews to identify opportunities for improvement.
Prepare and analyze daily and weekly KPI reports; implement corrective actions as needed.
Collaborate with cross-functional teams, including Operations and Sales, to resolve issues and support organizational goals.
Handle escalated customer concerns, ensuring prompt and effective solutions.
Forecast capacity requirements and manage manpower to meet service levels.
Identify training needs and work with internal resources to develop team capabilities.
Contribute to policy development and process improvements to enhance operational efficiency.
3+ years of leadership experience in customer service or operations, preferably in the transportation or logistics sector.
Strong understanding of KPI tracking and performance improvement.
Excellent communication, problem-solving, and organizational skills.
Proficiency in Microsoft Office; experience with transportation management systems (e.g., TMW or similar) is an asset.
Ability to work in a fast-paced, team-oriented environment.
Post-secondary education in Business, Operations, or a related field is an advantage.
Pour vous identifier en tant que conjoint de militaire, veuillez envoyer votre curriculum vitae directement à Militaryfamiles@altisrecruitment.com et indiquer dans votre courriel / lettre d’accompagnement que vous êtes un conjoint de militaire.
Pour toute question concernant cet employeur et le processus de demande d’emploi, veuillez contacter :
613-230-3700
Welcome on behalf on the Altis Recruitment team! Altis has a long-standing business relationship with the Defence community. For more than 30 years, we have been grateful to work alongside the Department of National Defence and countless military professionals. We know that family members of military personnel often make many personal sacrifices to support their loved ones. We understand that it can be difficult to pursue a career when embracing sudden changes like relocation and deployment. For some, this has meant putting a pause on career goals or professional development. We would like to provide you with everything you need for a successful and confident job search – in addition to access to job opportunities. Download the checklists our experts have created to help you be at your best from application to interview.
