Supervisor, Customer Care
2 weeks ago
RESPONSIBILITIES:
Develop and motivate an effective Customer Care team
Supervise agents, which includes performance evaluations, hiring, development, coaching, and disciplining of subordinates
Plan, organize and measure efficiency of all activities in the call center to ensure that productivity standards are met
Analyze productivity reports to identify and recommend areas where improvement and training may be required.
Provide guidance and assistance to subordinates
Handle any client situation to accurately resolve issues in a timely fashion
Ensure a high level of customer service and professionalism is provided and maintained at all time through on-going monitoring and coaching
Implement policies and procedures
Assist the training department in ensuring that the staff has the proper tools to perform their duties, and identify and recommend areas where training may be required
Aim towards first call resolution
Coordinate with all departments to maximize overall effectiveness and efficiency of the daily operations
Assist the Resource Coordinator in ensuring maximization of the resources
Must be available to work flexible hours including evenings and week-ends
When required, assist reservation employees on day to day technical issues, and provide overall support
Maintain monthly budget and ensure up-to-date
Provide assistance as required by duty officer
May perform other tasks as assigned by immediate supervisor
KNOWLEDGE AND SKILLS REQUIRED:
College diploma in Tourism and / or management
Minimum of 3 years' experience in the industry
Excellent knowledge of Pacific, ARD Web and TTS
Knowledge of Word, Excel, PowerPoint and Outlook
Excellent interpersonal skills, communication and organizational skills
Ability to work in a fast paced, demanding environment and handle multiple projects effectively
Strong team player
Demonstrate good judgment, initiative, autonomy, and flexibility
Bilingual:
French and English
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