Supervisor, Customer Service

Department: Customer Support Center

Key Responsibilities:

• Guides and leads a large team of CSRs towards achieving operational goals such as accurate order entry, timely response to requests, effective telephone metrics, achieving quote request service levels while meeting quality standards.

• Evaluate appropriate staffing v/s business volume and explore opportunities to create capacity.

• Ensure all work is accurately distributed and prioritized with an even workload across team(s).

• Act with Integrity and lead by example providing on the job guidance, motivation and coaching to Team leads, help drive their metrics to meet the organizational goals.

• Maintains a strong understanding of companys brands, systems, processes, and procedures by providing daily support and guidance to colleagues.

• Holds regular coaching, goal setting, and performance meetings with the CSRs, to continually improve the services and nurtures an environment where the staff can excel through support and empowerment.

• Actively supports companys drive for continuous improvement and is involved in innovative solutions that increase customer allegiance and profitability.

• Contacts customers on critical issues to achieve full resolution for the customer.

• Champions positive, professional, and productive relationships with members of other departments to improve customer satisfaction.

• Participates effectively in quality improvement teams and promotes co-operative effort between all departments and internal customers.

• Supports the manager & plans/engages in activities to ensure an enhanced customer experience. This includes but is not limited to projects and tasks to enhance the ordering process, improve alignment with customer service.

• Assists manager/leads in the development and implementation of best practice processes across the organization to ensure efficiency resulting in reduced costs and improved customer service.

• Embrace PPI and involve in team driven actions to help improvements. Act independently to resolve methods and procedures.

• Any other tasks as assigned from time to time.

Education, skills, and experience:

• Bachelor's Degree

• 6-8 years of successful Customer Care experience and proven informal leadership opportunities.

• Proven record to lead, mentor and empower a team to optimal performance.

• Strong customer orientation with proven effective interpersonal, listening, and communication skills that relate well with customers, employees, peers, and management.

• Superior judgment and decision-making skills with strong analytical and organizational skills to be able to evaluate information, procedures, understand and act on customer requests, and respond effectively to issues in a timely manner in a fast-paced environment.

• Computer business knowledge with understanding of customer service software, databases, and tools.

• Focused on continuous improvement while showing respect for individuals.

• Bilingualism (French/English/Spanish) good to have.

• Night shift required.