Current Opportunities

Director, Customer Service | Yardstick Technologies Inc.

The Organization

Yardstick Technologies was founded to be the market leader in IT outsourcing to small and medium businesses in Western Canada. Technology can be either a competitive advantage or a difficult challenge for small and medium businesses depending on how they approach IT. Yardstick Technologies purpose is to help businesses make smart decisions that leverage technology to further companies’ business strategy. Yardstick Technologies believes that technology choices can help businesses “WIN” and that just having technology superiority is not a strategy by itself but part of a company’s greater vision.

Founded in 2008, their portfolio of fixed-fee services includes fully and hybrid managed IT solutions, cloud computing/infrastructure as a service, Backup and Disaster Recovery, IT strategy and Consulting and Professional Services.

For Yardstick Technologies, pursuing excellence is taking an ordinary task and doing it extraordinary well by going above and beyond what is expected.

Values:

• Excellence: pursuing excellence is taking an ordinary task and doing it extraordinary well by going above and beyond what is expected.
• Simplify: we make IT simple! We continually look to make things better and we know that clear and simple steps lead to success.
• Listen: to do things right the first time, we approach everything with an understanding, which requires us to listen. When people are listened to, then everything changes.
• Care: Caring is a building block of any relationship and the fuel to Yardstick Technologies’ culture and our exceptional customer service
• Celebrate: celebrating is about creating a culture that inspires people to bring out the best in each other and make each other feel valued.

For more information, please visit: https://www.yardsticktechnologies.com

 

The Opportunity

Reports to:	Chief Operating Officer
Direct Reports:	20
Location:	Edmonton, AB

 

Mandate

As the Director, Customer Service you are responsible for ensuring that you display strong leadership around the company’s vision and values, inspiring your team to a shared vision, and to continually focused on staff engagement.  The purpose of a leader and of this role is to make connections with staff, motivating them, and inspiring them to achieve results. A sincere appreciation for people and how they are each uniquely motivated is the foundation for designing and implementing strong trust and communication between you and your staff.

This role will require a strong customer service mindset and continued development around a culture of customer service excellence. The Director, Customer Service is customer facing, and will be responsible to ensure that the entire service delivery department and service delivery processes are on track for the consistent delivery of high customer satisfaction in an effective and cost-efficient manner.

 

Key Accountabilities

The position will include the following responsibilities:

• Display strong leadership around our clients vision and values to inspire a shared vision and high engagement;
• Provide Leadership and Encouragement service department ensuring delivery of high customer satisfaction;
• Take direct ownership in customer escalations with a focus on building strong customer relationships;
• Focus on tickets over five days to get pressure on resolving the tickets quickly;
• Ensure fast resolution to customer issues with a focus on ticket resolution time;
• Create department consistency by coaching and mentoring around core team process;
• Leading, managing, and holding your team accountable to key performance indicators (KPI’s);
• Provide coaching and mentorship to the Call Centre team, lead by focusing on behaviors and daily habits identified in the roles position matrix;
• Facilitate effective weekly team meetings creating a culture of solving the highest priority issues;
• Create growth mindsets by being a champion for learning and development; and
• Manage the overall service delivery in an effective and cost-efficient manner in alignment with MSP Economics.

 

Attractions

• Join a team that celebrates success;
• As an IT company they understand the stress and urgency from a unique perspective than most organizations, and to balance they invest heavily in their teams and social events;
• Yardstick Technologies is a growing company that has a first-class onboarding program and organizational processes to support growth; and
• A company that invests in their people through team and professional development training opportunities.

 

First Year Deliverables

Success in the first year will be determined by the candidate’s ability to:

• Build trusting, open, collaborative, and respectful relationships throughout the organization with employees and management;
• Develop a comprehensive understanding of the organization in its entirety through the onboarding process; and
• Develop an understanding of the service delivery team, and understand what motivates them personally and professionally.

 

Second Year Deliverables

Achieve Key Performance Indicators in the areas of:

• Live call answer, first call resolution, and average resolution time; and
• Consistently drive results around quality and consistency to achieve 98% on CSAT score.

 

Candidate Profile

The successful candidate will have the following:

Education:

• Bachelor’s degree in Business or equivalent.

Experience:

• Minimum 5 years of experience leading a substantial sized team;
• Minimum 7 years of experience working in an IT or technical environment;
• Minimum 5 years’ experience working within a customer service environment;
• Experience working with a Managed Service Provider (MSP); and
• Proficient with Microsoft Office Suite or related software.

 

Competencies and Attributes:

• Analytical: Approaches issues in a systematic manner, leveraging insights and opportunities from data and metrics to build strategies.
• Calm under pressure: Ability to work under pressure and deal with constraints that are often outside your control or unforeseen changes or problems.
• Communication: Communicates effectively with non-technical professionals when delivering complex technical information. Open to receiving constructive feedback and willingness to engage in robust healthy discussion to foster the spirit of continuous improvement.
• Critical Thinking: Makes strong decisions using analytical and problem-solving skills.
• Detail Oriented: the ability to accomplish or complete a task while demonstrating a through concern for all the areas involved, no matter how small. Monitoring and checking work for information, while organizing time and resources efficiently.
• Emotional Intelligence: The ability to recognize your own emotions and those of others discern between different feelings and label them appropriately, use emotional information to guide thinking and behaviour. To manage and/or adjust emotions to adapt to environments or achieve goals.  The ability to control and express your emotions, and to handle interpersonal relations judiciously and empathetically.
• Leadership: Provides the coaching, support, encouragement, and direction required to engage and empower employees in the accomplishment of personal, departmental, and organizational goals and objectives. Models’ positive leadership behaviors and maintains professionalism under pressure and uncertainty. Provides timely feedback and guidance to employees, ensuring their development and success is supported.
• People Leadership: Ability to inspire and focus the team on goal achievements. Demonstrates behaviors consistent with the organization’s values and demands same from others.
• Responsible: Willingness to be answerable for an outcome. Commitment to accept responsible for outcomes often falters when individuals are confronted with blame for insufficient result.
• Relationship Builder: Ability to identify and initiate working relationships and to develop and maintain them in a way that is of mutual benefit to both parties. Believes good relationships are the key to getting things done and are essential when your success is dependent on others.
• Self-Motivated: Ability to motive yourself. Keep going even in the face of setback, to take up opportunities and to show commitment to what you want to achieve.

 

Equal Opportunity

Yardstick Technologies Inc. is committed to equity, diversity and inclusion and recognizes that a diverse team benefits and is essential to service excellence. Yardstick Technologies Inc. welcomes applications from all qualified individuals and encourage women, members of racialized communities, indigenous persons, persons with disabilities, and persons of any sexual orientation or gender identity to confidentially self-identify at time of application.  In accordance with the provincial legislation, accommodation will be provided by Gallagher and Yardstick Technologies Inc. throughout the recruitment, selection and/or assessment process, upon request, to applicants with disabilities. All qualified candidates are encouraged to apply.

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How to Apply:

Please send your resume in Word or PDF format to: HRCCCanada.GBS.EdmontonES@ajg.com. Copy and Paste the following job title and code and place it in the subject line of your email so we can identify the job and confirm receipt of your application:
AHSO-635251 Director, Customer Service | Yardstick Technologies Inc. - AB - Edmonton and Area (OTIAPPLY)

Please note that only those candidates meeting the selection criteria, established by our client, will be contacted further. Although we may not contact you directly for this particular role, all applications will be reviewed as we would like to consider you for future opportunities that may be appropriate. We encourage you to continue to visit our website at optimumtalent.com as our opportunities are updated on a regular basis.