Miele

6 days ago

Service Business Support Team Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead and coach a bilingual team of customer service representatives and team leads in a high-volume contact centre. Oversee daily operations and ensure KPIs such as SLA, AHT, FCR, CSAT, NPS, and quality scores are consistently met. Manage complex customer escalations, design continuous training and improvement programs, and drive workforce planning, performance analysis, and employee engagement initiatives.

Location: Canada

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of customer service representatives and team leads in a high-volume bilingual contact centre.
•Oversee daily operations and ensure KPIs including SLA, AHT, FCR, CSAT, NPS, and quality scores are achieved or exceeded.
•Manage and resolve complex customer escalations as a senior point of contact to ensure timely resolution.
•Design, implement, and continuously improve training, coaching, and development programs for team performance.
•Manage workforce planning, scheduling, and resource allocation; analyze performance data and drive continuous improvement initiatives.

Pay and Benefits

Salary: USD 65,000 - 75,000 annually

Key Requirements

•Degree in business administration, communications, or a comparable qualification, with 7–10+ years of experience in a call centre or customer service environment, including leadership experience.
•Fluency in English and French with strong written and verbal communication skills.
•Deep expertise in call centre operations, KPIs, and performance management frameworks.
•Proven people leadership experience with coaching and mentoring skills to develop high-performing teams.
•Strong analytical skills and experience using data to drive decision-making and performance improvement.

Experience:7+ years

Education:Bachelor's

Skills:LeadershipCoachingMentoringCommunicationAnalytical skills

Languages:EnglishFrench

Tech Stack:CRMGenesysSAP

Company Brief

Miele

Manufacturer of premium domestic and commercial appliances including washers, dryers, dishwashers, ovens, and vacuum cleaners, known for engineering quality, longevity, and innovative household technologies.

Industry: Home Appliances

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Bootstrapped

Headquarters: Gütersloh, Germany

Founded: 1899

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Miele

6 days ago

Service Business Support Team Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Canada

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of customer service representatives and team leads in a high-volume bilingual contact centre.
•Oversee daily operations and ensure KPIs including SLA, AHT, FCR, CSAT, NPS, and quality scores are achieved or exceeded.
•Manage and resolve complex customer escalations as a senior point of contact to ensure timely resolution.
•Design, implement, and continuously improve training, coaching, and development programs for team performance.
•Manage workforce planning, scheduling, and resource allocation; analyze performance data and drive continuous improvement initiatives.

Pay and Benefits

Salary: USD 65,000 - 75,000 annually

Key Requirements

•Degree in business administration, communications, or a comparable qualification, with 7–10+ years of experience in a call centre or customer service environment, including leadership experience.
•Fluency in English and French with strong written and verbal communication skills.
•Deep expertise in call centre operations, KPIs, and performance management frameworks.
•Proven people leadership experience with coaching and mentoring skills to develop high-performing teams.
•Strong analytical skills and experience using data to drive decision-making and performance improvement.

Experience:7+ years

Education:Bachelor's

Skills:LeadershipCoachingMentoringCommunicationAnalytical skills

Languages:EnglishFrench

Tech Stack:CRMGenesysSAP

Company Brief

Miele

Industry: Home Appliances

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Bootstrapped

Headquarters: Gütersloh, Germany

Founded: 1899

Website LinkedIn