Solutions Centre Leader (NB)

Job Responsibility:

LIFE IS BETTER AT XPERIGO!

Join our award-winning workplace and work with some of the most prestigious and innovative automotive companies.

Proudly Canadian, Xperigo has been providing automotive and roadside services in both Canada and the U.S. for over 30 years. We provide best in-class customer services experiences to our clients, who range from automotive manufacturers, rental car companies and other large organizations with large vehicle fleets. We are dedicated to driving change through innovative technology solutions to continually exceed our clients' expectations.

If you are looking to make a positive impact in customers' lives every day, join our team!

Position Overview

Currently our Solutions Centre (Contact Centre) is looking for a Solutions Centre Leader . Solutions Centre Leaders are responsible for managing the performance of Solutions Specialists and supporting the Solutions Centre. Solutions Centre Leaders will report to Program Leaders.

The ideal candidate will have experience managing and developing Team Members. Hours of work will be scheduled based on business needs and will include evening and weekends.

What You'll Be Doing:

Manage the performance of a team of Solutions Specialists

• Coach, mentor and develop Solutions Specialist to exceed key performance indicators.
• Celebrate individual/team performance through recognition program and other acknowledgements
• Fosters a positive work environment and culture
• Manage issues promptly ensuring timely resolution of problems.
• Embrace a change management mindset
• Create and monitor performance improvement plans for Solutions Specialists

Oversee, mentor, and develop the Solutions Specialist, Supervise day-to-day operations

• Set strategies to attain performance goals for Solutions Specialist
• Participates in recruitment of new staff
• Share knowledge to empower coworkers
• Enforce Xperigo regulations and policies
• Supports the individual Solutions Specialist in developing their own career path.

Administrative Duties

• Oversee departmental administrative duties (Onboarding, Termination, etc.)
• Mid-year and end of year performance reviews
• Facilitate training or meetings as needed
• Submit tickets for technical issues
• Document coaching and performance meetings

Other tasks as required

What You Need to Succeed: An ideal candidate will have:

• Previous Leadership experience
• Strong understanding of Solutions Centre/Contact Centre Operations
• MS Suite Tools knowledge preferred
• Experience with project management an asset
• Previous experience with Roadside Assistance an asset
• High school diploma

What Xperigo Offers:

15 days paid vacation per calendar year Competitive Compensation plans

Company Paid Medical & Dental Benefits Career Advancement Opportunities

Pension Plan Annual Wellness Reimbursment

On-Demand Pay Virtual Healthcare for your family and your Pet

Social Engagement Community Involvement

Xperigo is an equal opportunity employer. For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform Xperigo of any accommodation(s) that you may require to ensure your equal participation. All personal information collected complies with the associated privacy act for the applicable province of work.