Supervisor, Operations

2 months 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.

Automotive Maintenance Contact Center Operations Supervisor

What We Need

We are looking for an Automotive Maintenance Contact Center Supervisor who will play a critical part in engineering top-notch products and services in a unique industry and at a rapidly growing organization.

Are you:

- Detail-oriented and comfortable working in a fast-paced environment?
- Able to handle multiple priorities and have strong organizational skills?

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, and display Element People Leadership Capabilities
- Serve as a liaison between associates and other teams/departments in order 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.
- Model high standards of delivering and promoting excellent customer service to surpass expectations.
- 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
- Bachelor’s degree required
- People Leadership experience strongly preferred
- 3+ years of call center experience preferred
- Experience with managing a medium to large staff ~ 7+ people
- Automotive maintenance experience or knowledge highly desire

Skills
- Excellent problem-solving skills.
- Demonstrated presentation skills.
- Ability to multitask.
- Strong analytical skills.
- Proven track record of success in generating revenue and cost savings.
- Customer service focused
- Motivated self-starter.
- Excellent verbal/written communication skills.
- Experience working with ADP and Workday ideal
- Advanced computer skills MS Office Suite

Competencies
- Maintain professional relationships with all customers, providers, and personnel
- Exhibit dependability and responsiveness
- Display maturity and respect for confidentiality and discretion
- Must be committed to provide exceptional customer service to all clients
- Ability to adapt to a diverse group of individuals; both internally and externally
- Ability to remain calm, courteous, and professional regardless of customers, or provider’s behavior
- Responsive to needs of others including the customer, other team members, management, and other departments.
- Demonstrate effective verbal and written communication skills.
- Demonstrate excellent time management and problem-solving skills.
- Ability to foster independent thinking by delegation and empower direct reports.
- Ability to use team and independent judgment to plan, prioritize and organize varied workload.

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)

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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