Working primarily with Operations Team, the main responsibilities of the Supervisor position relate to the development and training of a team of 15-20 Customer Service Representatives. Activities will include coaching, monitoring, training, and reporting on a daily basis. Developing a strong working relationship with Customer Service Representatives and Call Center Manager is also a key characteristic of this position.
Requirements and Qualifications(included, but are not limited to the following):
- Support, motivate, evaluate, develop and coach their advisors to continually meet and exceed their individual / team targets.
- Experience and understanding of the current OPS metrics, goals and processes, with the ability to speak to the state of these LOBs, with accuracy and detail, to stakeholders and the client, weekly.
- Follow all steps of TOPS to manage their team and their shift on a daily basis to ensure most of their shift is spent managing their team (after the training is provided).
- Completes regular monitoring of agents and provides timely feedback to ensure agents are meeting client requirements.
- Proactively maintain and deliver the required service levels and maximizing individual and team productivity to ensure the desired operational outcome.
- Provide ongoing support to agents experiencing difficulties on calls and handle escalated irate and/or upset customer inquiries promptly & professionally as needed.
- Execute Real Time Management instructions to minimize over and under-staffing.
- Performs other related duties and assignments as required and as assigned by manager.
- Be a driving force to promote activities that will improve and maintain a high level of Employee Satisfaction (ESAT).
- Daily reporting as required.
Job Requirements:
- Must have availability to work evening shifts influenced by current business needs (this is mandatory).
- Continuously demonstrate a high sense of urgency.
- Possess a high level of Professionalism.
- Must have a keen sense of attention to detail, taking the initiative.
- Ability to use desktop computer system and hardware, e.g. mouse, keyboard.
- Knowledge of the Microsoft Office Products – Excel & Word.
- Must successfully complete or have completed new hire training program & be meeting all KPI’s on current program.
- Excellent oral and written communication skills consistent with our testing English.
- Leadership skills.
Education and Experience:
- High school diploma or equivalent.
- One year customer service experience preferred.
- 6 months Contact Center experience.
- 1-2 years leader or management experience preferred (Contact Center environment preferred).
- Bilingual French and English preferred
- 1-2 years leader or management experience preferred (call center environment preferred)