Manager, Customer Service Call Center in Toronto

at Spin Master Careers

Date Posted: 5/7/2018

Job Snapshot

Job Description

Manager, Customer Service Call Center -- Toronto

Are you a kid at heart looking to build a career with a leading global children's entertainment company?

At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that’s why we want you!

What’s it like to work here?

Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; though our challenging start-up atmosphere isn’t for everyone, we have a proven record of opportunities for future advancement and internal transfers for our passionate and results driven team.

The Job: 

We are looking for a forward thinking Global Consumer Care Leader, who can help build a Best in Class Consumer Experience. Knowledgeable in all aspects of call centre operations, including digital and ecommerce support.  Must have a passion for excellence, an ability to challenge the status quo, and successfully drive change.

What we can expect from you:

  • Sets the direction along with the Director, Retail Operations and Consumer Care, both short and long-term for Spin Master’s Consumer Care Department (CCD).
  • Identifies key metrics to drive success from a people, process and technology perspective. 
  • Measures and interprets this data to create tactical and strategic plans that improve consumer and employee satisfaction, revenue and decreases costs.
  • A proven ability to communicate and present said metrics to the executive team a monthly OPEX (operational excellence) meetings
  • Knowledge of, and ability to extract and manipulate and understand data to improve overall systems and consumer experience building strong Quality Monitoring Scores, Consumer Compliments and Consumer Satisfaction measures.
  • Build productive and well staffed department to support our Consumers as measured by Service Level, Abandon Rate, Average Speed of Answer, Average Handle Time, Adherence, email turnaround time, etc.
  • Champions the service philosophy.  Sets the standard to always have World Class Consumer service and challenges others both in the CCD and in the broader organization to live up to the standard.
  • Partners with other departments such as Marketing, Quality Assurance, Product Development and others to ensure strong two-way communications.  Ensures that the CCD gets the appropriate information for representatives to effectively handle our consumer calls and emails.  Ensures that the valuable “Voice of the Consumer” insights received through calls are compiled, shared and leveraged so that the organization as a whole can understand, adapt and improve.  
  • Creates optimal staff schedules through forecasting needs using historical volumes and input from marketing initiatives. 
  • Works with Human Resources to ensure that sufficient qualified seasonal staff are hired, trained an in place in a timely and cost effective manner. 
  • Uses their knowledge of call centre best practices coupled with their regular involvement in the consumer service industry to propose and implement continuous improvements to Spin Master’s Consumer Care. 
  • Coaches and develops the CCD team through regular discussions with a balanced scorecard approach using tools such as KPI’s, company values, quality monitoring, consumer and peer feedback in order to provide a well rounded view of one’s overall performance. 

Job Requirements

Who’s a good fit for this team:        

  • A strong leader who has experience managing large teams
  • Someone who can keep their cool in high pressure and fast paced environments
  • A customer service minded individual 
  • A resilient and adaptable personality 

You should apply if you have the following:

  • 5 or more years as a leader in a world class global,  Customer Service environment with a track record of building strong teams and leading operations that create retail loyalty and appreciation

 What you can expect from us:

Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun. From top leadership to new and veteran team members alike, everyone at Spin Master embodies our Core Values:

  • Integrity
  • Open Mindset
  • Innovation
  • Partnerships
  • Collaboration
  • Driving Results
  • Entrepreneurship

When applying please ensure that you highlight the source & job title in the subject line.

eg: Application for ‘ Job Title & SOURCE: (where you heard about this job) in the subject line.

We do appreciate all interest; however only those selected for interview will be contacted.