Customer Service Manager

  • Customer Service Manager - Full Time, Permanent 

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    Oxford Seminars is looking for an experienced leader with very strong communication, analytical and innovative problem solving skills to join our Kingston head office team as a Customer Service Manager.  This position has the capacity for you to practice your craft using leading edge systems.

    You have a proven track record, ideally in a call centre or related environment, of developing a Customer Service philosophy that is complementary to key business objectives.  You possess a professional, positive and proactive management approach, a strong logistics background, a high level of diplomacy and the demonstrated ability to work in a dynamic, fast-paced environment.

    You will inspire, lead and manage the Customer Service and Registration Department (CSRD) team in developing, simplifying and implementing integrated strategies and effective communication in the most cost-effective way to maximize revenue generation, enhance student relations, progress operational excellence and positively impact student loyalty as well as employee behaviour, activities, capability & commitment.

    Among other duties, you are responsible for co-ordinating, assigning and reviewing work as well as establishing procedures, scheduling shifts and primarily providing training for the CSRD team.  This involves monitoring the service provided, including call volume, average wait times, longest wait times, abandonment rates and if necessary taking action (answer inquires, register students and provide sound judgment for unusual situations).

    Major Qualifications:

    • Post-secondary education
    • Seven (7) years business / operations experience with a record of increasing levels of responsibility (within a contact centre or related environment considered a definite asset)
    • Three (3) years of management / supervisory experience
    • Exceptional customer service awareness, interpersonal and communication skills with the ability to use logic to solve operational issues while maintaining excellent working relationships with management, staff and customers
    • Demonstrated experience leading cross-functional teams, building a team environment as well as developing and coaching staff using effective management approaches
    • Thorough, accurate, detail-oriented with strong analytical and decision making skills while using innovative methods to improve productivity and quality
    • Ability to work within tight deadlines, maintain attentiveness while being interrupted, prioritize and follow through while multi-tasking
    • Solid background in process improvement techniques with working knowledge of management techniques such as continuous improvement, Kaizen, etc.
    • Demonstrated excellent strategic and operational planning, organizational / time management and project management skills
    • US business exposure / experience would be ideal

    To Apply:

    Email a cover letter and resume to  Please indicate “SLC CSM” in the subject line.

    Oxford Seminars is an equal opportunity employer. Should you require accessibility accommodations, please notify us in advance and we will consult with you to make suitable arrangements.  We thank all applicants for their interest, however, only those selected for an interview will be contacted.

    About Us:

    Located in beautiful downtown Kingston. Oxford Seminars was founded in 1992 by offering test preparation courses on the Queen’s University campus. Today it offers preparation courses for the LSAT, MCAT, GMAT, and GRE as well as TESOL / TESL / TEFL teacher training certification courses for students wanting to teach ESL abroad. We offer courses year-round in over 100 locations across Canada and throughout the U.S.

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