Service Business Support Team Manager
About the role
Your Responsibilities - You will lead, coach, and develop a team of customer service representatives and team leads in a high-volume bilingual contact centre environment, fostering a high-performance and customer-focused culture - You will oversee daily operations, ensuring service levels and key performance indicators (KPIs) such as SLA, AHT, FCR, CSAT, NPS, and quality scores are consistently achieved or exceeded - You will manage and resolve complex customer escalations, acting as a senior point of contact to ensure timely and effective resolution - You will design, implement, and continuously improve training, coaching, and development programs to enhance team capabilities and performance - You will manage workforce planning, scheduling, and resource allocation in collaboration with cross-functional partners - You will analyze performance data, identify trends, and implement continuous improvement initiatives to drive operational efficiency and customer satisfaction - You will lead employee engagement initiatives, including team events, recognition programs, and communication strategies What we are looking for - You have a 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 - You are bilingual (e.g., fluent in English and French), with strong written and verbal communication skills - You have deep expertise in call centre operations, KPIs, and performance management frameworks - You are a strong people leader with proven coaching and mentoring skills and a passion for developing high-performing teams - You possess strong analytical skills and are comfortable using data to drive decision-making and performance improvement - You have experience managing budgets, incentives, and operational costs in a customer service environment - You are highly structured and able to present complex information clearly and persuasively to senior stakeholders - You demonstrate excellent problem-solving, escalation management, and conflict resolution skills - You are proficient with CRM systems and contact centre technologies (e.g., Genesys, SAP) - Your proactive, solution-oriented mindset and strong organizational skills complete your profile The salary range for this position is $65,000 to $75,000 annually. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education experience, relevant skills, and alignment with market data. 65,000 -75,000 For more than 125 years, Miele has been a family-owned, family-run company. Based on this tradition, a healthy balance between the demands and the appreciation of our employees is very important to us. Besides following our objective of becoming “forever better” which our employees represent with their specialist knowledge, their ambition and with thinking ahead, we want to ensure that everyone can experience and profit from our good working environment here at Miele. Living and passing on our Miele values, as well as working in teams to further develop our innovative products, are important parts of our Miele culture at each of our 50 locations. What does it take for a family-run company to become world market leader in the premium domestic appliance segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products. Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are apprentices or managers. Make our claim your challenge - whether in Gütersloh, Melbourne or Singapore! Become one of more than 23,000 Miele employees in 50 countries around the world who are committed to making our products even better every day - and help us to expand our innovation leadership.
Not the right fit? Search for Service Business Support Team Manager jobs in Vaughan, Ontario, Canada
About Miele
Since being founded in 1899 Miele has followed its 'Immer Besser' brand promise.
As the world’s leading manufacturer of premium domestic appliances, we create delightful experiences – not only with regard to the quality of our products, but also in terms of performance, convenience, design and sustainability. For our customers, this means the peace of mind of knowing that choosing Miele is a good decision – and probably the decision of a lifetime.
Our product portfolio includes kitchen appliances such as ovens, steam ovens, refrigerators, coffee machines and dishwashers as well as vacuum cleaners, washing machines and dryers. Dishwashers, washer-extractors and tumble dryers for commercial use as well as washer-disinfectors and sterilisers for use in medical applications augment this line-up.
Miele is a family-run company in the fourth generation with eight production plants in Germany as well as one plant each in Austria, the Czech Republic, China and Romania. The company is represented with its own sales subsidiaries and via importers in almost 100 countries. In the 2020 fiscal year, the Miele Group achieved sales of 4.5 bn, 6.5% more than in 2019. Miele employs around 20,944 people worldwide.
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Service Business Support Team Manager
About the role
Your Responsibilities - You will lead, coach, and develop a team of customer service representatives and team leads in a high-volume bilingual contact centre environment, fostering a high-performance and customer-focused culture - You will oversee daily operations, ensuring service levels and key performance indicators (KPIs) such as SLA, AHT, FCR, CSAT, NPS, and quality scores are consistently achieved or exceeded - You will manage and resolve complex customer escalations, acting as a senior point of contact to ensure timely and effective resolution - You will design, implement, and continuously improve training, coaching, and development programs to enhance team capabilities and performance - You will manage workforce planning, scheduling, and resource allocation in collaboration with cross-functional partners - You will analyze performance data, identify trends, and implement continuous improvement initiatives to drive operational efficiency and customer satisfaction - You will lead employee engagement initiatives, including team events, recognition programs, and communication strategies What we are looking for - You have a 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 - You are bilingual (e.g., fluent in English and French), with strong written and verbal communication skills - You have deep expertise in call centre operations, KPIs, and performance management frameworks - You are a strong people leader with proven coaching and mentoring skills and a passion for developing high-performing teams - You possess strong analytical skills and are comfortable using data to drive decision-making and performance improvement - You have experience managing budgets, incentives, and operational costs in a customer service environment - You are highly structured and able to present complex information clearly and persuasively to senior stakeholders - You demonstrate excellent problem-solving, escalation management, and conflict resolution skills - You are proficient with CRM systems and contact centre technologies (e.g., Genesys, SAP) - Your proactive, solution-oriented mindset and strong organizational skills complete your profile The salary range for this position is $65,000 to $75,000 annually. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education experience, relevant skills, and alignment with market data. 65,000 -75,000 For more than 125 years, Miele has been a family-owned, family-run company. Based on this tradition, a healthy balance between the demands and the appreciation of our employees is very important to us. Besides following our objective of becoming “forever better” which our employees represent with their specialist knowledge, their ambition and with thinking ahead, we want to ensure that everyone can experience and profit from our good working environment here at Miele. Living and passing on our Miele values, as well as working in teams to further develop our innovative products, are important parts of our Miele culture at each of our 50 locations. What does it take for a family-run company to become world market leader in the premium domestic appliance segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products. Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are apprentices or managers. Make our claim your challenge - whether in Gütersloh, Melbourne or Singapore! Become one of more than 23,000 Miele employees in 50 countries around the world who are committed to making our products even better every day - and help us to expand our innovation leadership.
Not the right fit? Search for Service Business Support Team Manager jobs in Vaughan, Ontario, Canada
About Miele
Since being founded in 1899 Miele has followed its 'Immer Besser' brand promise.
As the world’s leading manufacturer of premium domestic appliances, we create delightful experiences – not only with regard to the quality of our products, but also in terms of performance, convenience, design and sustainability. For our customers, this means the peace of mind of knowing that choosing Miele is a good decision – and probably the decision of a lifetime.
Our product portfolio includes kitchen appliances such as ovens, steam ovens, refrigerators, coffee machines and dishwashers as well as vacuum cleaners, washing machines and dryers. Dishwashers, washer-extractors and tumble dryers for commercial use as well as washer-disinfectors and sterilisers for use in medical applications augment this line-up.
Miele is a family-run company in the fourth generation with eight production plants in Germany as well as one plant each in Austria, the Czech Republic, China and Romania. The company is represented with its own sales subsidiaries and via importers in almost 100 countries. In the 2020 fiscal year, the Miele Group achieved sales of 4.5 bn, 6.5% more than in 2019. Miele employs around 20,944 people worldwide.