About this role
We are looking for someone who is going to utilize their leadership skills to supervise and support the Contact Center team at Embark. We take pride in executing our motto of delivering easy and memorable experiences to our customers. We invest in internal growth and talent development for those looking for a long-term career with Embark. The most important aspect of our company is our culture and looking for someone to be a part of it. Adhere to all Service Level Agreements as specified in Embark’s Standard Operating Procedures, and Quality Standards Support the division with processing all customer requests (email/paper/telephone) Serve as coach and mentor and consistently work with team/individual to evaluate and improve skills including the promotion of partner offers and asset building initiatives Reporting activities – Manage various customer activities such as marketing campaigns (outreach to customers), CSAT patterns influencing customer experience and asset building initiatives Call Quality – Evaluate Contact Centre calls/emails/chats exclusively to ensure consistent messaging is being delivered Analyze and deliver cost benefit analysis on current outbound and inbound programs to ensure the program is effective and cost efficient. Maintain up-to-date knowledge of the company market conditions and leverage advantages to build effective customer solutions. Participate as a subject matter expert on key processes and support the division in co-ordinating key deliverables on annual business processes, new business initiatives or changes to processes. Investigate and solve escalated customer inquiries and recommend alternative options and solutions.