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Call Center Supervisor

2 months ago

Mississauga Ontario, Peel region, Canada Altis Recruitment Full time

We are seeking a dedicated and experienced Call Centre Supervisor to join our client's team. The successful candidate will play a key role in managing daily operations, overseeing a team of Customer Service Representatives, and ensuring that the contact centre meets and exceeds performance standards.


Key Responsibilities:

  • Staff Management & Quality: Support the Manager in day-to-day tasks and fill in as needed. Oversee contact centre operations, including scheduling, approving leave requests, and ensuring proper staffing levels.
  • Set team goals aligned with company strategy and conduct performance reviews to drive continuous improvement.
  • Performance & Quality Assurance: Implement and maintain quality assurance program by assessing, coaching, and evaluating CSR performance. Ensure high-quality service delivery by identifying training needs and proposing process improvements.
  • Reporting & Schedules: Collaborate with other supervisors to create schedules that meet service delivery needs. Track real-time statistics, maintain accurate records, and prepare reports on performance, attendance, and service quality.
  • Customer Service & Program Delivery: Act as the escalation point for complex inquiries, demonstrating exemplary customer service. Maintain and update resource materials, policies, and procedures to support first-contact resolution.


Qualifications and Skills

  • Minimum of 3-4 years of experience working in a CALL CENTRE environment
  • Experience managing/supervising team
  • Strong communication skills, both verbal and written
  • Ability to work fully on-site