Job Order Detail

Description

DIVE IN AND MAKE A SPLASH EVERY DAY, BY:
Plunging into coach and mentor a high functioning team that delivers on Sandboxs promise to provide policyholders and brokers delightfully simple insurance.
Supervises the day-to-day operations of the Customer Care team including Customer Care Representatives and the Customer Care Specialist.
Monitors and reports on Key Performance Indicators (KPIs) and performance against Service Level Standards to allow Sandbox to evaluate service performance across the organization.
Uses data insights to improve Sandboxs employee experience through streamlined workflows and improved operational efficiencies.
Evaluates trends in customer interactions to identify pain points and recommends service improvements that will set Sandbox apart from our competitors.
Assists in updating and refining Standard Operating Procedures (SOPs) to ensure efficiency and compliance.
Support continuous learning initiatives to improve service standards.
Leads the recruitment, professional development, and performance management of the Customer Care team.
Acts as a role model who supports a delightfully simple insurance experience and a positive organizational culture.
Perform other duties as required

WHAT YOU BRING TO SANDBOX:
Education: University degree or diploma in Business Administration, Commerce, Economics, Communications, or combination of relevant education and experience in a related field.
Experience Counts: Three to five (3-5) years customer service experience, coupled with two (2) or more years demonstrated experience leading and managing high performing teams. Call centre experience a definite asset.
CX Wizard: Understanding of CX best practices and proven ability to implement CX strategies. Experience within a call centre or service centre environment is a definite asset
Master Communicator: Ability to communicate clearly and effectively and manage multiple tasks and deadlines despite interruption