Top Benefits
About the role
Groupe Nordik is the leading creator of wellness spa villages, including the largest Spa in North America (Chelsea, QC) as well as largest event sauna (Whitby, ON).
Since we first opened our doors in 2005 we have grown to over 500 000 visits per year from our 3 existing locations (Nordik Spa Village Chelsea (QC), Thermea Spa Village Winnipeg (MB), and Whitby (ON)).
Our team of 700 employees brings our operations to life with their innovative approach to wellness. Each team at Groupe Nordik has an important role to play in making our ambitious creations achievable.
Each one of our colleagues is a passionate individual that wants to make a difference. This passion meets innovation and allows us to grow.
What you will do:
Our Contact Center Managers oversee the day-to-day operation of our customer service hub. They support our contact center agents to ensure seamless interactions. They provide support and feedback to our agents, all while ensuring that our visitors receive the best care.
The Contact Center Manager is responsible for the performance of their team, they motivate and educate our agents to assure continued process improvement and a cohesive customer experience.
Our contact center always supports our operations and our customers. We are open Monday to Sunday, 364 days a year.
Responsibilities:
- Ensure the smooth running of the center’s activities by monitoring performance and adjusting resources as needed.
- Foster a motivating work environment focused on recognition and teamwork.
- Identify and resolve operational issues affecting productivity and customer satisfaction.
- Develop schedules based on call volumes and manage adjustments.
- Supervise payroll and apply internal policies on absences and leave.
- Recruit and onboard new employees, and organize regular follow-up meetings.
- Design and lead training sessions for new employees and offer continuous training opportunities.
- Continuously improve training programs according to market developments.
- Work with marketing, sales, and HR departments to optimize customer experience and staff management.
- Organize meetings to share customer feedback and identify areas for improvement.
- Define and analyze KPIs to evaluate the efficiency and quality of service.
- Implement corrective strategies to improve performance.
- Handle complex complaints and act as a mediator in conflict situations.
- Provide personalized coaching and manage emergency situations or crises.
- Keep up with new technologies to improve productivity.
- Propose innovative solutions and recommend process improvements.
- Manage requests via ClickUp, verify financial transactions, and process gift certificate requests.
- Monitor fraud alerts and provide support to employees and customers.
To be successful in this position you will need:
- A college diploma in Business Administration or equivalent.
- Minimum of 5 years of progressive experience in sales and/or customer service.
- Bilingualism required (French and English).
- Experience in team management and supervising supervisors and agents.
- Experience in process optimization and improving performance in call centers.
Your profile stands out because of your:
- Strong communication skills (oral and written).
- Ability to manage multiple complex tasks simultaneously.
- Excellent interpersonal skills.
- Analytical mindset and attention to detail.
- Strong ability in training and coaching teams to ensure high-quality customer service.
- Skills in management and leadership.
- Active listening and empathy to understand customer needs and enhance their experience.
- Ability to handle difficult situations and conflicts with diplomacy.
- Ability to identify improvement opportunities and lead innovation projects.
Salary & Benefits:
- Competitive salary according to the Nordik Group's salary scale.
- Access to a comprehensive benefits package, including telemedicine.
- Free access to the spa for you and one person of your choice.
- Discounts on food and massage and aesthetic services at our spas.
- Free access to an on-site exercise room.
- Warm work environment with parking and free non-alcoholic beverages.
- Personalized training and development program.
Work schedule and status:
- Full-time position, 40 hours/week.
- Must be available during the contact center's operating hours: Monday to Sunday, between 8:00 AM and 9:00 PM.
- In-person position.
About Groupe Nordik
Groupe Nordik est une entreprise en pleine effervescence qui vise à se tailler une place au sommet de l’industrie du mieux-être, de la santé et du tourisme. C’est en misant sur la diversité de ses activités que Groupe Nordik parvient à créer de la valeur et ainsi à développer le marché de l’entreprise. Par l’entremise de sa division Développement corporatif, elle identifie et évalue des opportunités d’affaires afin de s’y associer et de réaliser des projets prometteurs et d’envergure, et ce, au sein d’organisations dynamiques dont les mandats s’inscrivent globalement dans l’univers du mieux-être.
Nous sommes actuellement à la recherche de talents qui, grâce à leurs compétences, sauront contribuer à la croissance et à la réalisation de la mission de l’entreprise. Joignez-vous à l’équipe.
Nordik Group is a rapidly expanding company that wants to carve out a place for itself at the peak of the wellness, health and tourism industries. By relying on the diversity of its activities, Nordik Group has created value and has grown its market. Through its Corporate Development division, Nordik Group identifies and assesses promising, large-scale projects and business opportunities to accomplish and join along with dynamic organizations with mandates generally focused on wellness.
Currently, we are seeking talented people who can contribute to the growth and development of the company’s mission through their individual skills. Join our team.
Top Benefits
About the role
Groupe Nordik is the leading creator of wellness spa villages, including the largest Spa in North America (Chelsea, QC) as well as largest event sauna (Whitby, ON).
Since we first opened our doors in 2005 we have grown to over 500 000 visits per year from our 3 existing locations (Nordik Spa Village Chelsea (QC), Thermea Spa Village Winnipeg (MB), and Whitby (ON)).
Our team of 700 employees brings our operations to life with their innovative approach to wellness. Each team at Groupe Nordik has an important role to play in making our ambitious creations achievable.
Each one of our colleagues is a passionate individual that wants to make a difference. This passion meets innovation and allows us to grow.
What you will do:
Our Contact Center Managers oversee the day-to-day operation of our customer service hub. They support our contact center agents to ensure seamless interactions. They provide support and feedback to our agents, all while ensuring that our visitors receive the best care.
The Contact Center Manager is responsible for the performance of their team, they motivate and educate our agents to assure continued process improvement and a cohesive customer experience.
Our contact center always supports our operations and our customers. We are open Monday to Sunday, 364 days a year.
Responsibilities:
- Ensure the smooth running of the center’s activities by monitoring performance and adjusting resources as needed.
- Foster a motivating work environment focused on recognition and teamwork.
- Identify and resolve operational issues affecting productivity and customer satisfaction.
- Develop schedules based on call volumes and manage adjustments.
- Supervise payroll and apply internal policies on absences and leave.
- Recruit and onboard new employees, and organize regular follow-up meetings.
- Design and lead training sessions for new employees and offer continuous training opportunities.
- Continuously improve training programs according to market developments.
- Work with marketing, sales, and HR departments to optimize customer experience and staff management.
- Organize meetings to share customer feedback and identify areas for improvement.
- Define and analyze KPIs to evaluate the efficiency and quality of service.
- Implement corrective strategies to improve performance.
- Handle complex complaints and act as a mediator in conflict situations.
- Provide personalized coaching and manage emergency situations or crises.
- Keep up with new technologies to improve productivity.
- Propose innovative solutions and recommend process improvements.
- Manage requests via ClickUp, verify financial transactions, and process gift certificate requests.
- Monitor fraud alerts and provide support to employees and customers.
To be successful in this position you will need:
- A college diploma in Business Administration or equivalent.
- Minimum of 5 years of progressive experience in sales and/or customer service.
- Bilingualism required (French and English).
- Experience in team management and supervising supervisors and agents.
- Experience in process optimization and improving performance in call centers.
Your profile stands out because of your:
- Strong communication skills (oral and written).
- Ability to manage multiple complex tasks simultaneously.
- Excellent interpersonal skills.
- Analytical mindset and attention to detail.
- Strong ability in training and coaching teams to ensure high-quality customer service.
- Skills in management and leadership.
- Active listening and empathy to understand customer needs and enhance their experience.
- Ability to handle difficult situations and conflicts with diplomacy.
- Ability to identify improvement opportunities and lead innovation projects.
Salary & Benefits:
- Competitive salary according to the Nordik Group's salary scale.
- Access to a comprehensive benefits package, including telemedicine.
- Free access to the spa for you and one person of your choice.
- Discounts on food and massage and aesthetic services at our spas.
- Free access to an on-site exercise room.
- Warm work environment with parking and free non-alcoholic beverages.
- Personalized training and development program.
Work schedule and status:
- Full-time position, 40 hours/week.
- Must be available during the contact center's operating hours: Monday to Sunday, between 8:00 AM and 9:00 PM.
- In-person position.
About Groupe Nordik
Groupe Nordik est une entreprise en pleine effervescence qui vise à se tailler une place au sommet de l’industrie du mieux-être, de la santé et du tourisme. C’est en misant sur la diversité de ses activités que Groupe Nordik parvient à créer de la valeur et ainsi à développer le marché de l’entreprise. Par l’entremise de sa division Développement corporatif, elle identifie et évalue des opportunités d’affaires afin de s’y associer et de réaliser des projets prometteurs et d’envergure, et ce, au sein d’organisations dynamiques dont les mandats s’inscrivent globalement dans l’univers du mieux-être.
Nous sommes actuellement à la recherche de talents qui, grâce à leurs compétences, sauront contribuer à la croissance et à la réalisation de la mission de l’entreprise. Joignez-vous à l’équipe.
Nordik Group is a rapidly expanding company that wants to carve out a place for itself at the peak of the wellness, health and tourism industries. By relying on the diversity of its activities, Nordik Group has created value and has grown its market. Through its Corporate Development division, Nordik Group identifies and assesses promising, large-scale projects and business opportunities to accomplish and join along with dynamic organizations with mandates generally focused on wellness.
Currently, we are seeking talented people who can contribute to the growth and development of the company’s mission through their individual skills. Join our team.