Canadian Red Cross Hiring for Supervisor – Customer Relations at Remote Full Time

Title: Supervisor – Customer Relations

Location: Remote/Virtual (Canada)

Employment status: Full-time, permanent

Salary band: from $54,481 to $79,451, annually

The Canadian Red Cross (CRC), an iconic brand and one of the most inspirational not-for-profit organizations on this planet, is seeking a Customer Relations Supervisor to join our Fundraising team.

You have a passion for helping others, and want to work with other dedicated individuals? By applying, you are taking a big first step to be part of an exciting organization.

At the Canadian Red Cross, we are guided by our fundamental principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We help people and communities in Canada and around the world in times of need and support them in strengthening their resilience.

Starting with the hiring process, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons to apply, particularly Indigenous Peoples, persons with disabilities, racialized people, and people with diverse gender identities and sexual orientations, and others who share our values and contribute to fostering an inclusive and diverse workplace.

We are looking for a Customer Relations Supervisor. In this position, you will manage a virtual team of associates that services Red Cross participants, training partners, instructors, customer, and members of the general public across the country. With a strong capacity for coaching and professional development of a team, you will be responsible for delivering on the Customer Relations commitment to provide world class relations to both internal and external service users.

This position is responsible for day-to-day engagement with vendor partners, meeting quality, identifying risks and performance metrics in the Customer Relations team. With a strong focus on motivation, training development and coaching, you will set personal and business objectives with direct reports. You will consistently create a positive environment for the team and will capture and implement changes that will improve the relations of Red Cross Prevention and Safety customers.

In this role, your responsibilities will be divided into several aspects:

Responsibility 1: Train, coach and develop a team of Customer Relations Specialist (40%)

• Provide leadership to the team on such skills as: time management, communication, escalation handling and self-directed learning.
• Develop tools for tracking performance and results compared to objectives within the Society’s performance management framework.
• Complete quality control program needs for the team.
• Monitor vendor KPIs to maintain department service levels and a high level of internal and external Customer satisfaction.

Responsibility 2. Provide workforce management for the Customer Relations team (15%)

• Work with all Customer Relations team members to prioritize work appropriately considering importance, urgency, customer and business impact.
• Oversee team priorities to ensure they are aligned with overall Customer Relations objectives.
• Track individual and team assignments and tasks on a daily and weekly basis for monthly reporting.

Responsibility 3. Partner with internal and external stakeholders to drive Customer Relations solutions (20%)

• Identify improvement opportunities for the Customer Relations team and in CRC policies, processes and procedures to drive value for our customers.
• Work with our customer satisfaction benchmarking partner to determine coaching opportunities and process improvement opportunities to improve the overall customer relations.

Responsibility 4: Leads customer Relations Quality Assurance Program (15%)

• Develop and maintain Quality Assurance evaluation scorecards with vendor partners to promote a customer -first mind-set, world class service and a first contact resolution focus.
• Provide coaching and mentoring to all staff on best practices and techniques.

Responsibility 5. Leads Customer Relations Risk Mitigation Program (10%)

• Identify, quantify, qualify and track business risks.
• Perform regular tests to determine effectiveness of risk and quality activities carried out by the business.

What we are looking for:

• Strong writing and oral communication skills; bilingualism English & French is a requirement.
• Five to seven years working in customer service in a supervisory capacity, preferably in a contact centre environment.
• Relations using a Customer Relationship Management tool for tracking customer activities and analyzing results.
• Basic knowledge of Microsoft Office suite of programs.
• Relations handling escalated issues from clients, customers, training partners, instructors, and participants.
• Knowledge of customer relations planning, and mapping.
• Ability to build trusting relationships in a virtual working environment.

Working conditions:

• This is a permanent, full-time position
• This is a fully remote position, in which the work will be entirely performed from home.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC)
• Full vaccination against COVID-19 is mandatory for this position and operation (the CRC will however adhere to its duty to accommodate those who are unable to be fully vaccinated for a reason related to a human right protected ground).

This position is open until filled, however qualified applicants are encouraged to apply as soon as possible. Qualified applicants who apply after the selection process has started, may be held for a second review if needed OR reviewed for alternative roles. We appreciate the time and effort it takes to apply and thank you in advance.

If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accommodation requests will be kept confidential.

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