Manager, Customer Service (Temporary)

GardaWorld Cash is the world’s largest privately owned security services company offering a wide range of highly focused business solutions including leading-edge security services and cash solutions. In over two decades, our work has taken us from our home base in Montreal to the oil fields of Iraq, and embassies across Africa. We’re also present in financial institutions in the US and airports in Canada. We operate across a broad range of sectors, including financial services, infrastructure, natural resources, and retail. Our clients include Fortune 500 companies and governments with people and assets deployed around the world. Headquartered in Montreal, Canada, our 100,000 highly trained, dedicated professionals serve clients in North America, Africa, and the Middle East. In today’s complex world, security has become a vital concern for everyone and is the foundation of our present and future success.

(1 Year contract)

JOB SUMMARY: Management of the customer support representative in accordance with the customers' requirements. Continuously maintain the relationship with clients while ensuring the achievement of the company's strategic objectives.

RESPONSIBILITIES:

• Lead a team of customer service specialists and analysts
• Provide coaching, training and development opportunities to improve team performance.
• Develop and implement customer service policies and procedures.
• Monitor and evaluate team performance measures.
• Collaborate with other departments to address customer concerns and improve the overall customer experience.
• Communicate regularly with senior management, providing updates on team performance and customer feedback.

SKILLS & QUALIFICATIONS:

• Degree: Bachelor's degree    Technical experience: 3-5 years
• Domain: Sales, Administration or Strategy    Management experience: 5 years or more 
• Qualifications (individual contributor) such as business acumen, creativity and innovation, team player, business development, initiative, etc.    Qualifications (management) such as team management, delegation, leadership, strategy, influencer, etc.
• Independently translate high-level goals into actionable plans    Strong leadership and interpersonal skills
• Specialized communication and interpersonal skills    Influencing and motivating people at all levels in a variety of job functions
• Ability to prioritize tasks and manage team time effectively    Excellent trainer and pedagogue
• Advanced mastery of the Office suite    
• Bilingual (English/French)    
• Excellent sense of customer service    
• Ability to remain calm and professional under pressure    
• Proficiency in the tools and technologies used to provide customer service, such as customer relationship management (CRM) systems, ticketing software, etc