Supervisor, Contact Center Operations

7 days ago

Mississauga, Canada Element Fleet Management Full time

Get started on an exciting career at Element_

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

What We Need

We are looking for a Contact Center Operations Supervisor to join Element Fleet Management. As the largest pure-play fleet manager in the world, we provide unmatched products and services and solutions to our clients.

At Element, employees play a critical role in delivering value to customers and ensuring an exceptional client experience. We are committed to the success of our clients, employees, and investors by fostering a culture where every employee can make a difference

Are You:

- A well-versed call center professional that will successfully lead, coach and mentor a team?
- Excited about an opportunity to manage a remote team of call center agents that are providing the highest level of service and advice to clients?

As the Supervisor, you will engage, coach, and manage the performance of a team within a 24/7/365 remote contact center which focuses on automotive technology. You will assist in the coordination of tasks to meet key performance goals.

A Day in the Life
- Lead by example; set the pace and the tone for team of specialists to achieve and maintain the highest service standards
- Utilize previous Omni Channel platform experience to ensure the success of Element’s rapid growth in this arena
- Embrace and embody Element’s principles and vision
- Serve as a liaison between associates and other teams/departments to ensure efficiency through such means as process evaluation and resource planning.
- Support hiring, development, and performance management of staff. Conducts monthly and annual reviews.
- Implement and direct procedures that will establish and promote effective contact center performance. Provide problem resolution and escalated call support to employees.
- Summarize, collect, and analyze call center trends and data for regular performance reports.
- Influence the design and delivery of training programs for new team members.
- Lead and manage strategic improvement initiatives in support of driving a superior customer experience.
- Demonstrate effective coaching with employees to ensure high levels of engagement, effectiveness as a cohesive team, attainment of departmental goals, and promotion of the Element culture

**Requirements**:

- Post Secondary Education, in Business or similar preferred
- 3+ years of contact center experience
- Experience managing a team of 5+ members
- Experience working with ADP and Workday preferred
- MS Office Suite, with intermediate experience utilizing Excel
- Preferen

LI-SJ1

LI- Hybrid

What’s in it for You
- A culture of innovation, empowerment, decision-making, and accountability
- Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
- Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)
- Hybrid work environment for most positions

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.
- or call (800) 665-9744._

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