Supervisor, Customer Care

OverviewYou belong at Day & Ross.Supervisor Customer CarePermanent full-time; Hybrid: Winnipeg, MB. Monday – Friday / Flexible Shifts.The Supervisor, Customer Care is responsible for overseeing day to day customer care in a call centre environment with a focus on daily targets and deliverables, as well as team leadership.How You’ll HelpDevelopment of a strong customer focused team, including training, coaching, supporting, and performance development, promoting a positive, open culture and working environmentMonitoring daily productivity targets and working with staff to make improvements where requiredWorks with and supports Customer Care Representatives to resolve customer concerns and issues, which may involve collaborating across Company departments and communicating with internal and external stakeholdersIdentify recurring issues and work with the team and managers to implement corrective actions and process improvementsMonitoring case management to ensure the best customer experience is providedOther related duties as may be requiredYour Skills & ExperiencePost-secondary education in Business Administration or other relevant field preferredCustomer service and/or leadership training is a strong assetA suitable combination of education and experience may also be consideredMinimum of 2 years’ experience in a customer service field, preferably in a call centre environmentExperience in the transportation industry a strong assetExperience in a team lead or supervisory role a strong assetStrong leadership skills, including the ability to motivate and engage a team to meet departmental targetsExceptional customer service focus and relationship building skillsMust be proficient in MS Outlook, Excel & Word; TruckMate, Sales Force – an asset; must possess the aptitude for learning new programsExcellent communication skills including the ability to relay information (verbal and written) between several partiesTroubleshooting and problem solving skills, the ability to evaluate current situation, respond quickly to changing requirements, execute and escalate accordinglyStrong organizational and time management skills, including the ability to work under pressure in a fast paced settingAbility to multitask and prioritize in a deadline driven environment; appropriate sense of urgencyAbility to work independently and to collaborate with others to meet customer expectationsEnglish language skills requiredFrench language skills a strong assetResponsible for the performance and development of a team of Customer Care Representatives (12-15)To apply, visit our Careers page at dayross.com.If you’re chosen for the role, you’ll be asked to provide reference and criminal background checks before employment. You’ll only be contacted if you’re selected for an interview.About Day & RossFrom a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, Truckload, Residential, Dedicated Fleet Solutions, and Logistics.We believe our people are our greatest strength. For over a decade, we’ve been recognized as one of Canada’s Best Managed Companies. We’ve also been named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.Day & Ross is a federally regulated employer and fully supports the principles of employment equity and encourages all qualified members of designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values.#LI-GP1 #J-18808-Ljbffr