Details
Description
Great new and fully remote opportunity for an experience Bilingual Call Center Supervisor role for a growing multi-channel Call Center in the Loyal & Rewards industry. Reporting to the Manager CSR, you will be leading a team of 20 -30 CSRs and Team Leads. This role is responsible for developing, training & coaching the team while delivering an exceptional customer experience in each interaction and monitoring the team’s ongoing performance levels. Full time and permanent position. Hours of operation: Monday - Friday and either 8.00 am - 4.00 pm or 9.00 am - 5.00 pm. Salary 55K - 65K with full benefits offered after 3 months. Vacation: 2 weeks and 5 Personal Time Days and birthday off. Ideally must be based in either Ontario or Quebec.
Responsibilities
- Facilitate the success and ongoing development of a customer service team sharing your expertise of client programs, policies and procedures in continuously striving for an exceptional customer experience and meeting customer service goals reflecting customer satisfaction and loyalty
- Professionally manage customer escalations, assist in troubleshooting and resolving issues
- Support and oversee back-office operations and ticket management
- Accurately collect and input data related to customer and team interactions, agent productivity and issue resolution to meet business reporting and analytical requirements
- Engage with Quality Assurance and RTA/Planning teams to understand and ensure your agents’ performance on quality scores and schedule adherence both on an individual and overall team basis
- Collaborate with Managers and Supervisors to identify gaps or inefficiencies in procedures, create new training material and capitalize on coaching and mentoring opportunities to meet team’s KPIs
- Foster a healthy and pleasant work environment offering encouragement, guidance and constructive feedback in a positive, respectful, objective and tactful manner
- Communicate updates to company or client programs, policies, procedures and initiatives
- Oversee special projects as assigned by Manager
- Assist in front and/or back-office customer service needs as required
What is your day going to look like?
- Communicate latest updates on programs, policies, procedures, requirements, initiatives to team
- Listen to calls and review scorecards; schedule coaching session and provide training and coaching including role playing and Q&A component and attend to any questions or concerns such as clarifications of program details or call workflow
- Monitor individual agent and overall team’s performance including QA scores and internal call quality standards, schedule adherence and KPI requirements and address issues as appropriate
- Collaborate with Managers and Supervisors on procedural matters, training material, unexpected technical issues, questions or concerns which may impact customer experience and assist in the production of program documentation delivered to the agents for their sound understanding of protocols
- Handle specific requests from the agents with regards to work schedule, time off, etc.
- Monitor overall agent schedule to ensure proper coverage for each campaign and request appropriate adjustments as needed
- Track agent hours for Payroll
- On Call coverage as assigned
- When possible, participate in team building games and activities
Qualifications
- 1+ years proven experience as a Call Center Supervisor or similar supervisory position
- 2+ years experience in customer service with a high standard of care and customer-focused mindset
- Strong management and leadership skills and capable of efficiently managing workflow
- Superior empathy and effective listening skills, ability to handle difficult or sensitive situations and skilled in conflict resolution, meeting the needs of both the customer and the business
- Computer knowledge including advanced Microsoft Office Suite and previous experience with Five9, Verint and Saleforce software an asset
- Proficiently bilingual, spoken and written - English/French
- Exceptional inter-personal skills, proactive with a strong desire to coach, train and build skill sets to enhance team’s capabilities and maintain quality in all aspects of work
- Adapt well to change and quickly and successfully, when necessary, shift priorities as needed
- Proven time-management skills with the ability to work effectively and meet all deadlines
- Analytical and critical thinking while solving complex problems, detail-oriented and keenly thorough
- Must successfully complete initial training and you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance
- Must have home office space and good Internet speed. Must have own computer for training purposes, after that full set-up will be provided