Customer Care Centre Supervisor 9 month contract
Customer Care Centre Supervisor (9 month contract)
Edmonton, AB
Summary
Customer Care Centre Supervisor will be responsible for coaching, mentoring and overseeing Customer Service Representatives on a daily basis.
Duties
- Supervise the activities of the Customer Care Centre staff to ensure that the goals for quality, sales, and productivity are met effectively
- Monitor, evaluate, and report as required to the Customer Care Centre Manager on agent quality adherence and productivity statistics of the department for review and evaluation
- Conduct coaching, mentoring, and training sessions for Customer Care Associates on G & T’s product range, telephone skills, and call centre metrics so that they can provide exceptional service to internal and external customers appropriately
- Create monthly and bi-annual performance reports
- Monitor and manage Service Levels, and carry out other customer service related activities in the day to day operations of the Customer Care Centre
- Design and conduct Performance Plans and Reviews to facilitate the development of all team Associates. Exercise corrective/disciplinary action when required.
- Assist in the maintenance of staffing levels including planning of vacations, absences, and general workforce management of the department ensuring that the Customer Care Centre meets G&T’s Service Level Agreement
- Assist in project coordination and execution of project deliverables for improvement of G&T’s Customer Care Centre Operation Assist in the recruitment of CSR Associates for the Customer Care Centre
Qualifications
- Bilinguali sm is an asset
- Must have 2+ years of recent leadership experience in a Contact Centre environment.
- Intermediate capability in the use of MS office software; Excel, Word & Power Point. Quickly able to gain proficiency in existing programs and applications.
- Solid experience with agent development and corrective discipline
- Demonstrated ability to lead, motivate and develop associates
- Excellent verbal and written communication skills required
- Secondary School completion
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