At Pitney Bowes, we do the right thing, the right way. As a member of our team, you can too.

　　We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

　　We actively look for prospects who:

　　• Are passionate about client success.

　　• Enjoy collaborating with others.

　　• Strive to exceed expectations.

　　• Move boldly in the quest for superior and best in market solutions.

　　Job Description:

　　The Supervisor, Inbound Account Support (Canada ) role is accountable for all activities associated to Account Support Canada:

　　Supervising our Canadian Tier One Account Support operations, the scope of which includes all billing, funding, and payments-related inquiries, supplies support, SaaS account support, general call handling, and client retention

　　Optimize the Canadian Tier One account support client experience, through regular Quality Auditing, always striving for best-in-class client experience across all channels

　　Manage escalations, collecting insights, and partnering cross-functionally to resolve

　　Partner with Management to effectively supervise the organization’s resource requirements and timelines against trends and expectations; balancing insources and outsource support, ensuring business continuity

　　Support and execute against our Growth strategy, leveraging interactions to assist clients with consuming the full value of their Pitney Bowes solutions

　　Create and nurture a highly engaged culture that embodies our values of Client. Team. Win. Innovate.

　　You are:

　　A disciplined, self-motivated, and resilient Leader who can:

　　Act with purposefulness and speed and is committed to championing new ideas, strategies, or concepts

　　Partner and build relationships with 3rd party providers to deliver results

　　Maintain and develop product and system knowledge

　　Strive to exceed client experience expectations

　　Identify improvement opportunities through Quality Auditing

　　Derive client and employee insights, influence, and collaborate with a variety of teams and cross functional leaders

　　Execute improvements identified with speed

　　Communicate in a consistent and precise manner, which is easy to understand

　　Be Accountable and demonstrate flexibility to adjust priorities, as required

　　Act as a role model, demonstrating characteristics expected of all team members

　　Motivate self and others within a fast-moving environment

　　Accept coaching and feedback to improve performance

　　You will:

　　Supervise and Lead our Canadian Tier One Account Support operations, the scope of which includes all billing, funding, and payments-related inquiries, supplies support, SaaS account support, general call handling, and client retention

　　Deliver a best-in-class client experience for our internal and external Canadian Account Support operations through all forms of contact

　　Monitor and measure key performance metrics to identify trends and recommendations

　　Collaborate and build strong relationships with internal partners, including Sales to understand, support and drive actions to deliver an ideal client experience and resolve root causes

　　Partner with Management and Training to ensure our teams are skilled and empowered to drive engagement and support first contact resolution (FCR) for our clients.

　　Generate and encourage innovative solutions to create new opportunities and address problems; challenge conventional thinking to find better ways to achieve results

　　Support and develop our Growth Strategy across the Account Support Client journey to maximize profits, add value to Clients and support overall business goals.

　　Work closely with work force management to ensure SLAs are delivered

　　Provide coaching and personal development opportunities to staff.

　　Your background:

　　As Supervisor, Inbound Account Support , you have:

　　Canadian French language skills

　　3+ years’ experience working in a Contact Center environment

　　Proven leadership and coaching skills (internal or external)

　　Account Support, Product and System Knowledge

　　A track record of high performance

　　Strong organizational skills and time management to meet task deadlines

　　Excellent communication skills, both written and verbal, and a high level of numeracy

　　Strong interpersonal skills and ability to partner / collaborate cross-functionality to deliver business results

　　A genuine client-centric attitude with a laser focus on process efficiency, creation of client value and growing the business

　　Thorough knowledge of MS Word, PowerPoint & Excel

　　Compensation:

　　The wage range for this position is CAD 59000 to CAD 74500 per year, with the actual pay dependent on your skills and experience as they relate to the job requirements and the location where you will be performing the job.

　　Our Team:

　　Our SendTech business provides innovative mailing and shipping solutions that enable small and medium businesses to simplify their sending operations and deliver greater value to their customers. Our SendTech mailing and shipping technology supports more than one million businesses, from addressing and postage evidencing to multi-carrier parcel shipping and payments.

　　We will:

　　• Provide the will: opportunity to grow and develop your career

　　• Offer an inclusive environment that encourages diverse perspectives and ideas

　　• Deliver challenging and unique opportunities to contribute to the success of a transforming organization

　　• Offer comprehensive benefits globally ( P B Live Well )

　　Pitney Bowes values diversity and inclusiveness in the workplace.

　　All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link.

　　Pitney Bowes is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace.

　　Women/Men/Veterans/Individuals with Disabilities/LGBTQ are encouraged to apply.

　　All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link.