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Customer Interaction Centre Manager

    • Job Tracking ID: 512241-668333
    • Job Location: Mississauga, CAN
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: February 04, 2019
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
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Job Description:

  • Trains, mentors and leads a team of Supervisors that provide support to Order Management, Technical Support, Commercial and Key Accounts within the CIC
  • Resolves high level escalations in respect to customer related issues.
  • Manages the strategic direction of the CIC as it relates to its overall performance (ie. Organizational structure, staffing levels, training, KPIs)
  • Oversees achievement of quality assurance objectives and ensures all employees are trained within the guidelines of Festo
  • Builds strong partnerships across all departmental managers and key stakeholders
  • Implements quality assurance objectives are being achieved and ensures all employees are trained within the guidelines of Festo
  • Attends and presents at CA and US Management meetings, as appropriate
  • Actively involved in coordinating Process Alignment activities (North America Cluster) to create operational efficiencies
  • Develops and measures department statistics to support and measure effectiveness of operation
  • Supports and assists with development of shared resources across the North America Cluster
  • Stays knowledgeable on relevant industry developments
  • Participates in special projects and other duties, as required

Deadline to apply: February 15th, 2019

Interested internal candidates (who have been in their role for a minimum of six months) are encouraged to apply by speaking to their managers/supervisors in advance and forwarding their resumes to the attention of Human Resources at: hr.bestjobs.ca@festo.com. Please include the position title in the subject line.

Experience and Skills:

  • Post-secondary degree required (mechanical, pneumatics, process and/or electronics engineering, business) with a minimum of 5 years of related experience in a customer service environment
  • Previous experience with Festo considered an asset
  • Bilingualism in French and English is considered an asset
  • Hands-on experience with SAP is considered an asset
  • Displays leadership with the ability to form strong business relationships within a dynamic and fast paced environment
  • Excellent interpersonal skills - must have the ability to communicate with diplomacy and interact with customers in a professional and positive manner
  • Demonstrated ability to successfully implement strategic and tactical plans
  • Demonstrated organization and project management skills
  • Strong strategic thinker and self-starter
  • Extremely well organized and resourceful with the ability to prioritize urgent tasks
  • Required to work varying shifts including evening, weekends and statutory holidays, as per business needs

Festo Corporation is an equal opportunity, affirmative action employer and considers qualified applicants for employment without regard to race, color, creed, religion, marital status, national origin, sex, sexual orientation, gender identity, age, physical or mental disability, veteran status, and those laws, directives, and regulations of Federal, State and Local governing bodies or agencies. For your reference: EEO is the Law Poster