Community Care Supervisor
1 month ago
Spud is looking for a Community Care Supervisor
The role of a supervisor is to bring leadership to the department and run the day-to-day operations, to provide support to customers and staff, ensuring we are providing a world class customer experience and striving for continuous improvement every day and works on projects that improve our customer experience and streamline processes.
SPUD.ca is an online grocery delivery business in Western Canada. We are a passionate team who believe that food touches every aspect of our lives, so we are advocates for sustainable farming practices, sourcing locally, treating animals humanely, and reducing food waste. As a Certified B Corporation since 2013, we are committed to socially responsible business practices.
**Duties & responsibilities**:- Organize and plan daily operations within the Community Care team.-
- Coach and train Community Care team members via call coaching, performance metrics/stats and regular meetings.- Adhere to call centre/customer care Key Performance Indicators (KPI's).- Manage call center targets for Service Level, AHT, AWT, AHT and Abandon Rate.-
- Schedule adherence- Enhance the customer service experience through customer centric process and CSAT.- Additional duties as assigned- Ability to work with and supervise a team of 10-15 customer care agents.- Have at least 1-3 years of call centre experience.- Experience leading a team of 5+ team members, preferably in a call centre environment. A combination of call centre experience and general leadership experience will also be considered.-
- Demonstrated ablity to problem solve and troubleshoot effectively, with an awareness of prioritization, time sensitivity, and the level of effect on the business and team as a whole.- Experience working with computers (Microsoft Office Suite), Customer Relationship Management (CRM) systems, and Voice over IP phones (VOIP) systems.- Experience with customer escalations and the ability to resolve customer service situations that may arise.- A Can-Do, Positive attitude to roll with the punches- You must have a love for food, sustainability, supporting local, community, and the environment
**What's in it for you?**
- 20% discount on SPUD purchases
- Flexible health spending plan options and benefits available for all team members
**SPUD's approach to inclusive hiring**
SPUD's family of companies is proud to be an Equal Opportunity Employer which celebrates the diversity found within our teams. We strongly encourage people from underrepresented communities, including Indigenous and First Nations, the LGBTQ2+ community, people of colour, and people with disabilities, to consider applying. We know from experience that great talent comes in many forms, and we want to meet you at your best Please let us know if we can provide unique accommodations that will enable your equal participation
**Our Values**
Our values are more than just words to us. Our values drive our success and guide our growth:
- Create amazing customer experiences. We are passionate in our commitment to deliver for our customers.
- Lead with sustainability and consider our impact.
- Learn, grow and make time to celebrate wins together
- We welcome different perspectives. Diversity makes us stronger.
- Prioritize, work smart and deliver results for our stakeholders and each other.
- We are committed to our mission and that requires resilience, persistence and grit to persevere and succeed.
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