Contact Center - Country Manager (Canada)

Location CA-ON
Posted Date 3 weeks ago(5/12/2020 3:48 PM)
Job ID
2020-2423

Overview

Are you passionate about providing a high-level of customer service? Do you enjoy mentoring others and also have a keen business mind? Scentsy is looking for a Contact Center/Country Manager to lead the operations of a small contact center in Mississauga, Ontario. This person will also work with Scentsy’s Headquarters in Meridian, Idaho to provide leadership, communication, and development opportunities to Scentsy’s Consultants in the Canadian market.

 

This position is located in Mississauga, Ontario - Canada. French bilingual preferred.

 

What You Would Do:

  • Oversee a contact center team who is responsible for supporting Scentsy Consultants and customers
  • Ensure contact center performance goals are met including customer satisfaction, service quality, and productivity
  • Coordinate regional cross-functional projects with key departments at Scentsy Headquarters
  • Maintain strong communication lines and alignment with Scentsy Headquarters and Regional management
  • Conduct market research and manage projects as assigned
  • Gather performance data to be used in the decision-making process for executives of the company
  • Assist Corporate Field Managers and Consultant field leaders with coordinating and conducting regular field meetings to ensure effective communication of company vision, initiatives, and business practices
  • Deliver Canadian training content in local regions in conjunction with Corporate Field Development efforts
  • Assist Consultant leaders in personal and professional development to improve the Consultant experience and Consultant effectiveness
  • Provide Corporate with field feedback on the effectiveness of Scentsy’s existing policies, programs, and tools, as well as new development opportunities
  • Occasionally present development and motivational content at Scentsy events
  • Provide analysis and recommendations on current and future strengths, weakness, threats, and opportunities in the Canadian market
  • Participate in planning and execution of annual functional planning and manage forecasting and budgeting of Canadian operations
  • Build reports, graphs and presentations
  • Determine and develop external data-capturing resources
  • Manage staff by selecting, orientating, training, coaching, counseling, monitoring attendance, and developing personal growth opportunities for employees
  • Responsible for supervising employees which includes: hires, terminations, demotions, performance appraisals, disciplinary actions, and other employee related functions
  • Perform all other assigned tasks and requirements as needed

You Should Have:

  • 8 years of business management experience, international business experience preferred
  • Direct selling experience desirable
  • Bachelor’s degree or equivalent experience, Master of Business Administration preferred
  • Fluent in Canadian French and English (reading, writing, speaking)

Things You Should Know & Be Able To Do:

  • Maintain current knowledge of the direct selling industry in the Canadian market
  • Develop and foster a positive work environment
  • Adhere to all established procedures, policies, and safety rules as outlined by the Company
  • Work 40 hours per week; some overtime may be required
  • Strong knowledge of project management fundamentals
  • Ability to work effectively with resources from all areas of the business
  • Analytical yet pragmatic with strong quantitative capabilities, business judgment, and acumen
  • Advanced organizational, multi-tasking, and time management skills
  • Clear and direct written and verbal communication skills
  • Demonstrated presentation, writing, and editing skills
  • Confident presenting to large and small groups of people
  • Strong understanding of Direct Selling Industry (comp plans, policies, procedures)
  • Proven research skills using external and internal sources
  • Ability to develop and distribute relevant reports, dashboards, etc.
  • Advanced customer service skills
  • Strong leadership skills with ability to motivate, stimulate, and inspire others to maximize their efforts in productivity and quality
  • Strong understanding of company financials with demonstrated experience in developing and managing budgets and forecasts
  • Ability to build and manage a strong team of employees
  • Strong critical thinking skills with demonstrated experience developing and executing strategic plans
  • Working knowledge of computers and all applicable software including Microsoft Office and Customer Relationship Management (CRM) Software 
  • Occasional travel may be required

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