Senior Manager enhancing customer support operations for Local Government in Australia. Collaborating with various teams to boost service reliability and quality.
About the role
- Floor Supervisor Team Leader overseeing a passionate customer care team at Article. Driving performance and engagement while delivering exceptional customer experiences.
Responsibilities
- You'll lead a team of **6 Floor Supervisors and 1 Product Specialist**, responsible for customer inquiries, escalations, and product support across multiple service channels.
- Lead and execute team strategy aligned with Customer Care goals, including team structure, performance management, engagement, and morale.
- Oversee daily operations for a team of up to 12+ Floor Supervisors, providing coaching, mentoring, scheduling support, and service level management across phone, chat, and email.
- Act as a key advisor to the Customer Care Assistant Manager on Floor Supervisor performance, development, and operational needs.
- Manage real-time operations by prioritizing work, monitoring service levels, and supporting escalations to ensure high customer satisfaction.
- Lead effective team meetings that drive engagement, accountability, and continuous improvement.
- Partner cross-functionally (Logistics, Operations, QA, Retail) to identify and implement process improvements that enhance the customer experience.
- Ensure Customer Care SOPs are followed; support the development and rollout of new standards and best practices.
- Monitor quality and performance metrics, conduct CSAT reviews, and provide insights through regular reporting and leadership calibration sessions.
- Support recruiting, onboarding, training, and ongoing development of Customer Care team members.
- Recognize and motivate team members while providing timely feedback, performance reviews, and coaching.
- Participate in RTA support, Floor Supervisor coverage, and Weekend Manager on Duty rotations as needed.
Requirements
- 3+ years of leadership experience in a customer care environment (Call Center).
- Proven ability to lead, coach, and develop high-performing teams.
- Strong communication skills (written, verbal, and interpersonal).
- Ability to multitask, prioritize, and meet performance targets in a fast-paced environment.
- Customer-first mindset with strong problem-solving and decision-making skills.
- Results-driven with excellent organizational and time management skills.
- Experience collaborating cross-functionally or supporting project-based initiatives.
- Proficiency with Google Workspace (Gmail, Docs, Sheets).
- Experience using or supporting CRM tools (preferred).
Benefits
- 4% RRSP matched contributions through Wealthsimple.
- 15 days of vacation*
- 6 well-being (sick) days
- 1 extra day off (Inclusion and Diversity Day)
- Hybrid work: 3 days a week in the office
- Work remotely (anywhere in the world) for up to 3 weeks
- Excellent extended health and dental benefits packages
- $1000 health/lifestyle spending account* for your total physical and mental well-being
- TELUS Health App
- Mental Health Assistance/Counselling
- Virtual medical appointments
- Free street parking (first come, first serve; no reserved spots for senior leaders)
- Indoor secure bike storage with change rooms and showers
- 20-minute walk to either Main Street- Science World or VCC Clark Skytrain stations
- Pickleball, badminton, and table tennis matches happen, from very competitive to very casual
- On-site fitness equipment with showers and towel service
- A dog-friendly office - well-socialized pups are welcome
- 45% discount on our entire product range (15% for friends and family) *Prorated
Job title
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Degree requirement
No Education Requirement
Location requirements
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