Call Center Agent Supervisor

3 weeks ago

Vancouver, Canada Rove Concepts Full time

Rove Concepts is looking for a skilled Call Center Agent Supervisor to oversee our Claims Team.

*
NOTE- this role is for local residents only as you will be working on-site at our Vancouver office.*

*
If you are:

- committed to service excellence; are consistent, caring, and dependable with a passion for helping others; are a consummate professional with a commitment to customer service; and are willing to work hard in a fast-paced environment, while constantly pushing yourself to be the best, then we want to hear from you

*
What you'll do: *
- **Identify training needs and train workers in job duties and company policies**:

- Create claims training material for the claims department
- Train new and existing staff
- Hold coaching sessions
- Hold regular 1:1s
- To update/ adapt training material to suit the business needs
- Permanence management
- **Co-ordinate, assign and review the work of customer service agents**
- Ticket reviewing & Phone call reviewing to identify coaching & training opportunities using FreshDesk
- Monitoring the claims received daily and distribute workload to the agents
- Reviewing agents workload to ensure the business is abiding by the SLA response time to all clients
- Ensuring all agents follow policies in place by reviewing daily interactions
- Hold monthly KPIs for the claims department to review and discuss monthly performance
- **Establish work schedules and procedures and co-ordinate activities with other work units or departments**:

- Review/ approve Vacation requests based on the business needs
- Coordinate weekly meetings with other departments to report and discuss business updates
- Hold weekly meetings with the production facilities / supplier to resolve product issues
- Actioning Time blocking for agents daily schedule
- Work alongside the operations team and carriers to ensure the shipments are delivered smoothly
- **Resolve work-related problems and prepare and submit progress and other reports**:

- Collecting claim data & reviewing claim reporting to identify work related issues.
- Record findings to review and resolve business related issues directly with the production facility and suppliers
- Monitoring the progress of resolved issues by reviewing daily reports such as NPS scores using Drupal, regular review of claims reports.
- Escalation management for the claims department, handling and resolving escalations directly with the client
- Collect escalation data to record any patterns / reoccurring issues for coaching / training purposes
- Monitoring TrustPilot reviews received
- Weekly meetings with Production & suppliers to discuss product issues
- recording updates and meeting agendas using Asana
- **May perform regular duties to support his/her team**:

- Action pending claims received
- Contact customers via phone using both Fresk Desk & Ringcentral
- Daily use of G suite to review ticket notes
- Daily use of Drupal - Accessing customers orders, placing orders & stock level reviewing
- Daily use of Snap-engage - live chat platform
- Keeping informed with business updates using forums\

**What you'll need**:

- Minimum 1 year in a supervisory or management role in a call centre environment and/or solid e-commerce
- Very strong leadership skills to mentor staff
- Ability to make quick decisions, multi-task and great problem-solving skills
- Ability to train, coach and provide staff with communications and feedback
- Strong communication skills
- Open-minded and excited to join a smaller company with the ambition for growth
- Adaptability, work ethic and a positive attitude
- **Drupal, FreshDesk, Excel, Asana, Slack, RingCentral, Snapengage and G Suite experience is a must**

**What we're offering**:

- Rocketing growth - yours and ours. At Rove Concepts, there are lots of opportunities for personal and professional growth. That's because we believe in developing, investing, and promoting from within
- Casual and open work environment
- Competitive salary and benefits package with 3 weeks’ vacation to start
- We are a dog-friendly office space
- Regular social events with a great team culture
- Work with a high-performing team of people who are passionate about their contributions

**Benefits**:

- Extended health care
- Vacation & paid time off
- Vision care
- Dental care
- Casual dress
- Company events & social hours

**Please note - this is an on-site position and you must be legally permitted to work in Canada.

  • Call Center Customer Service Agent

    4 days ago

    Vancouver, Canada Dialospact Inc Full time

    **Job Title**: Call Center Customer Service Assistant **Overview**: **Responsibilities**: **Customer Support**: Provide courteous and professional assistance to customers via inbound and outbound phone calls, addressing inquiries, resolving issues, and offering solutions promptly and effectively. **Product Knowledge**: Develop a comprehensive understanding...

  • Call Center Agent

    3 weeks ago

    Vancouver, Canada OpenRoad Auto Group Full time

    **UNLIMITED POSSIBILITIES AHEAD.** Position: Call Center Agent Status: Full-Time Dealership: The BMW Store Department: Service We are proud of our forward-thinking culture developed over 40 years of continuous improvement initiatives. OpenRoad is one of the largest and fastest growing automotive retail groups in the country (representing 21 automotive...

  • Call Center Agent

    2 weeks ago

    Vancouver, Canada OpenRoad Auto Group Full time

    **UNLIMITED POSSIBILITIES AHEAD.** Position: Call Center Agent Status: Full-Time Dealership: The BMW Store Department: Service We are proud of our forward-thinking culture developed over 40 years of continuous improvement initiatives. OpenRoad is one of the largest and fastest growing automotive retail groups in the country (representing 21 automotive...

  • Call Center Representative

    5 days ago

    Vancouver, Canada Kabtec Full time

    Looking for a remote call center representative with inbound and outbound experience. **Salary**: $15.65-$20.86 per hour Schedule: - 8 hour shift

  • Reservations Agent

    4 days ago

    Vancouver, Canada Aldesta Hotels Full time

    After Training the 4-5 hours shifts would be primarily starting early evenings at 6 pm. Reporting to the Reservation Supervisor, the Call Center Reservation Agent will be the first contact for customer phone calls. The Call Center Reservation Agent is responsible for reservation bookings by providing customers with accurate and timely property...

  • Call Center Customer Service Agent

    5 days ago

    Vancouver, Canada Dialospact Inc Full time

    **Job Title**: Call Center Customer Service Assistant **Location**: Vancouver, BC **Responsibilities**: Handle inbound customer calls and inquiries regarding products, services, orders, and general assistance. Effectively navigate customer databases and systems to retrieve information and update customer accounts. Process customer orders, returns, and...

  • Call Center Representative

    4 days ago

    Vancouver, Canada ARTURUS Full time

    Job Summary: As a Call Center Representative for our translation services company, you will be responsible for managing customer inquiries, providing information about our translation services, and ensuring a high level of customer satisfaction. **Responsibilities**: Inbound Call Handling: - Answer incoming calls from clients and potential customers...

  • Call Center Representative

    4 hours ago

    Vancouver, Canada BGC Funding Innovation Inc. Full time

    Funding Innovation is looking for an individual to join our team as a Call Center Representative, working out of our Burlington, Ontario office. This job is expected to be performed in person at our offices during the training process, and we will consider a hybrid option after training is completed. Be responsible for outbound and inbound calls Contact the...

  • Call Center Agent

    2 weeks ago

    Vancouver, Canada Orange Dot Clean Full time

    Responsibilities: - Interact with all customers in a friendly and courteous manner - Must be able and willing to receive a high amount of inbound calls - Perform a variety of tasks associated with customer and client services - Thorough documentation of all contacts within the customer management system - Understand and adhere to all rules of...

  • Online Call Center Manager

    1 week ago

    Vancouver, Canada CenterPoint Energy Full time

    Online Call Center Manager word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word...

  • Online Call Center Manager

    1 week ago

    Vancouver, Canada CenterPoint Energy Full time

    Online Call Center Manager word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word...

  • Online Call Center Manager

    1 week ago

    Vancouver, Canada CenterPoint Energy Full time

    Online Call Center Manager word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word...

  • Online Call Center Manager

    Found in: Jooble CA O C2 - 1 week ago

    Vancouver, BC, Canada CenterPoint Energy Full time

    Online Call Center Manager word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word word...

  • Customer Service Associate

    Found in: Jooble CA O C2 - 2 weeks ago

    Vancouver, BC, Canada Rentokil Pest Control South Africa Full time

    Rentokil-Terminix Canada is one of the largest pest control providers to the property management sector. Our certified specialists use innovative technologies to protect millions of homes and businesses throughout Canada. Rentokil-Terminix is currently seeking A Customer Care Agent that will act as a liaison, providing product/service information,...

  • Collection Agent

    3 days ago

    Vancouver, Canada International Credit Experts Inc. Full time

    Are you **energetic**, **competitive **and **passionate about debt collections**? We are searching for highly motivated, enthusiastic, **intermediate **and **senior collection officers to work remotely in British Columbia.** International Credit Experts Inc. is a leader in debt collections and call center services. We are looking for senior and...

  • Vacation Consultant, Existing

    2 days ago

    Vancouver, Canada Rocky Mountainer Full time

    The Vacation Consultant, Existing Team reports into the Team Lead, Sales (Existing) and Manager, Sales Operations & E-Commerce. To thrive in a performance-based culture while playing an essential role in being a creator of life changing experiences. To support our Direct guests and Travel Agent partners with their existing Rocky Mountaineer bookings through...

  • Vacation Consultant, Existing

    3 days ago

    Vancouver, Canada Great Canadian Railtour Company Ltd Full time

    The Vacation Consultant, Existing Team reports into the Team Lead, Sales (Existing) and Manager, Sales Operations & E-Commerce. To thrive in a performance-based culture while playing an essential role in being a creator of life changing experiences. To support our Direct guests and Travel Agent partners with their existing Rocky Mountaineer bookings through...

  • Inbound Sales Agent

    23 hours ago

    Vancouver, Canada O2E Brands Full time

    **The Opportunity** Are you a passionate, friendly, customer-focused person who wants to expand your skills in sales? If the answer is “yes” then we want YOU to join our team and help us WOW our customers. As the voice of our company, you are our customer's first point of contact and the person who will help them take their first step in making their...

  • Front Office Supervisor

    4 days ago

    Vancouver, Canada EXchange Hotel Vancouver Full time

    The Front Office Supervisor is responsible for maintaining the standards of all guest services offered by the Hotel as well as taking actions on behalf of the Front Office Manager in his/her absence. The Front Office Supervisor contributes to the success of the Hotel by performing the following duties: - Checks in guest in an efficient and friendly manner,...

  • On-call Relief Receptionist

    4 days ago

    Vancouver, Canada Urban Native Youth Association Full time

    **Who we are**: - UNYA has been supporting the health and wellbeing of Indigenous youth in the Metro Vancouver area for over 30 years. As a respected non-profit, charitable organization, we recognize Indigenous youth as experts in their own lives and strive to provide youth with programs and opportunities that are relevant and meaningful to them. At Urban...