Job Description
Are you ready to be part of a dynamic team of dedicated professionals where innovation, growth, and community impact are at the forefront. We're not just a workplace; we're a family that values creativity, dedication, and innovation and continue to be Canada’s choice for getting it RIGHT!
About Us: Right Time is the leading Canadian independent heating, ventilation, and air-conditioning ("HVAC") contractor focused on the residential market. Right Time now operates out of 26 locations inOntario,Nova Scotia,Manitoba,Saskatchewan,Alberta, andBritish Columbiawith over 1,400 employees, and provides preventative maintenance programs, repairs, and replacements of household HVAC units. We take pride in fostering an engaging and collaborative environment where every team member's contribution is valued. Our commitment to the community drives us to support local initiatives that align with our values.
About This Position
The Vice President, Contact Centre will motivate and inspire team members to realize the Company’s mission of evolving customer needs, technology and Right Time’s home services brand identity. This role is responsible for the management and oversight of strategic customer relationships while fostering a culture across our Contact Centre teams that is customer-focused and results-oriented.
This Vice President, Contact Centre will take ownership of customer experience including alignment with business strategy, service process, service delivery and continuous improvement. The position is a key executive leader, accountable for ensuring the Contact Centre’s operational plans are in alignment with the Company’s overall business strategy.
What you possess:
- Fosters a culture of quick adaptation and innovation, empowering employees to be agile when decision-making.
- Sets the organizational expectation of excellence and communicates concrete objectives for reaching high performance expectations.
- Thinks in a holistic, realistic, and futuristic manner, anticipating upcoming issues within the organization and solutions for those issues.
- Establishes and develops the competitive value of all the organizational products and services and sets new directions for product and service development.
- Builds and maintains strategic alliances with all business units in the organization and works together to achieve business goals.
- Identifies new opportunities for developing new internal and external customer bases.
- Prioritizes and continuously communicates the importance of exceptional customer service.
What you’ll do:
Leadership and Team Management
- Build and lead a high-performing customer solutions team, providing direction, coaching, and support to ensure team members excel in their roles.
- Generate and encourage innovative solutions to create opportunities and address problems; challenge conventional thinking to find better ways to achieve results.
- Establish and monitor Contact Centre scorecards (quantitative and qualitative measures of performance against selected SLAs and metrics) to monitor and manage performance based on a defined set of criteria.
- Set clear objectives and performance expectations for the team, fostering a culture of accountability and continual learning.
- Develop and maintain proactive cross-functional partnerships with Branch Operations, Marketing, IT and Operations Support, to ensure a holistic approach to customer success aligned with overall company objectives.
- Develop and manage the budget for the Contact Centre department, optimizing resource allocation to achieve strategic objectives.
Customer Success Strategy
- Develop the strategy to ensure that the Contact Centre is a key support function in delivering against the company P&L targets and financial goals.
- Develop and execute the customer success strategy to drive adoption, customer growth, and retention.
- Analyze data to make informed decisions, implement improvements, and ensure the team meets or exceeds performance targets.
- Drive innovation in customer solutions, exploring new technologies, methodologies, and industry best practices.
- Standardize and drive continuous improvement of processes, best practices, tools, and playbooks to ensure consistent delivery of customer experience.
- Monitor and analyze customer success metrics and KPIs to identify trends, and opportunities; take proactive measures to address areas for improvement.
- Drive successful resolution of escalations from direct reports, employees, and customers.
Customer Advocacy
- Identify market trends, customer needs, and competitive landscape to drive continuous improvement in customer solutions.
- Continually consider the Customer Experience journey ensuring that the call or chat routing is completed to the most relevant support area, be it customer contact center or sales team members.
- Maintain a working knowledge of all Right Time products, services, and technologies.
- Capture and provide customer feedback and suggestions and continue to build on the positive and drive effective change. Facilitate the resolution of escalated customer-related issues.
- Collaborate with marketing to develop customer success stories and testimonial.
What you have:
Knowledge, Skills, and Abilities
- Exceptional leadership and management skills with a track record of building and developing high-performing customer-facing teams
- Excellent verbal/written communication and organizational skills
- Solid executive presence with demonstrated experience presenting to board and senior leaders
- Strategic thinker with the ability to drive customer success initiatives and exceed business goals
- Analytical mindset with the ability to leverage data and metrics to identify trends and take appropriate action on areas of improvement
- Effective at fostering and developing high-performing teams
- Ability to work well independently and in a cross-functional environment
- Positive, customer-centric attitude
- Curious nature with a passion for continual learning
- Ability to simultaneously manage numerous workstreams and adhere to deadlines
- Experience managing escalations with well-developed problem-solving skills and ability to drive execution of potential solutions
- Ability to make sound decisions based on customer needs and metrics
What you'll need:
Qualifications
- Bachelor’s degree or equivalent work experience.
- Proven experience (10+ years) leading teams in a customer relationship role, with at least 5 of those years in a senior leadership role
- 5+ years of leadership experience within a multi-unit business preferred
What your career at Right Time looks like:
- Be part of a world-class team; work with an adventurous spirit; think and act like an owner- operator!
- Competitive compensation package
- Comprehensive healthcare plan for you and your family including medical, vision and dental
- Retirement Savings Plan
- Access to several fitness, restaurant, retail (and more!) discounts through our extensive employee discount program
- Educational reimbursement
- An inclusive culture that values opportunity for growth, development, and internal promotion
If you’re up for a rewarding challenge, we invite you to take the first step and apply today!