Supervisor, Customer Service

Reporting to the Manager, Service Excellence, this role is crucial for providing service excellence to PEO's stakeholders (licence and certificate holders, license applicants and the general public). This role is responsible for leading the day-to-day operations of the customer service team, providing guidance and mentorship, and serving as the main point of contact for complex escalations. The role is also responsible for maintaining high service standards, ensuring smooth support delivery, and supporting member satisfaction.

Responsibilities

Team Management

• Manage daily workflows, schedules and tasks of the customer service staff.
• Provides guidance, coaching, and knowledge transfer to customer service staff.
• Conduct annual performance and development reviews for assigned staff.
• Conduct operational, resource and escalation management.
• Onboard, train, and mentor new customer service staff.
• Acts as the primary escalation point for complex or high-impact incidents.
• Oversees service delivery across phone, email, in-person, and ticketing channels to ensure timely, accurate, and professional customer support.
• Support in the management of large amounts of incoming phone calls and emails during peak business periods.
• Provide direct customer service support and act as the primary point of contact for complex, sensitive, or escalated customer inquiries, ensuring timely and effective resolution.
• Respond to customer inquiries across phone, email, in-person, and ticketing channels, providing accurate information regarding PEO programs, services, policies, and processes.
• Monitor and follow up on customer cases to ensure issues are resolved promptly, service standards are met, and a positive customer experience is maintained.
• Provide accurate, valid and complete information.
• Promote ongoing awareness of PEO's services and programs, ensuring the team is equipped to address customer inquiries accurately and consistently.
• Understand and adhere to company policies regarding visitor access, security procedures.

Process Improvement

• Develop, maintain and improve support procedures, standards, runbooks and knowledge base content.
• Collaborate with the Manager to evaluate existing workflows, identify improvement opportunities, and implement streamlined processes and best practices.

Analytics

• Day-to-day execution, tracking and improvement of team's KPIs.
• Support the implementation of Key Performance Indicators and enforcement of Service Level agreements.
• Monitor performance, service trends and recommend improvements to service quality, ticket handling, and user experience.
• Conduct regular reporting and insight analysis.
• Efficiently and accurately enter data to log customer interactions, feedback, and resolutions into the ticketing system.

Other duties as assigned.

Knowledge Of

• The mandate, policies, and programs of Professional Engineers Ontario and the relationship between customers, PEO staff, and other relevant stakeholders.

Organizational Skills

• Strong leadership skills, including people management skills.
• Handles sensitive information with discretion and maintain confidentiality.
• Demonstrates a courteous and friendly demeanor in all interactions and practice cultural sensitivity and respect when interacting with a diverse range of people.
• Ability to coach, train, and motivate team members.
• Strong scheduling, workflow allocation, and meeting metrics.
• Excellent interpersonal and relationship-building skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Strong customer-service orientation.
• Strong and clear written and verbal communication skills with excellent listening skills.
• Highly self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to present technical terms in user-friendly language.
• Excellent analytical and problem-solving abilities, with keen attention to detail.
• Experience working in a team-oriented, collaborative environment.
• Ability to handle multiple tasks simultaneously.
• Good time management skills to effectively coordinate appointment schedules, prioritize tasks and manage high volume phone calls and emails.
• Ability to handle stressful situations with professionalism while maintaining a positive attitude.
• Ability to be flexible and adapt to changing priorities and processes.

Education & Qualifications

• College diploma or bachelor's degree in business or communications
• 3 to 5 years