Client Services Supervisor

5 months ago

Winnipeg, Canada Broadstreet Properties LTD Full time

Are you passionate about leading teams and championing support for our customer-focused environment? If so, we may have an opportunity for you in our Winnipeg location

The Client Services Supervisor role will be responsible for ensuring Broadstreet and industry leading contact center standards and optimizing service levels to provide the highest level of client and operations support. The position will drive department business goals by executing successful agent engagement strategies, metric based performance management, schedule optimization, KPI and contact center analysis, lead customer service training and locate and create efficiencies within Client Services processes.

The Client Services Supervisor will report to the Client services Manager; focusing on daily contact center management and guiding both team leads and skilled agents in the execution of department strategies. The role is heavily focused on metrics and people management requiring diverse skill sets. Supervisors will be responsible for facilitating strong relationships with regional teams; striving to provide support and solutions in alignment with the First Call Resolution Program.

**Your contribution to the team includes**:

- Meet with CS Manager weekly and review interaction volumes; supporting CS Manager in daily, weekly, monthly, and annual contact center trend analysis
- Engage daily with Team Leads to maintain schedule adherence, agent performance and ensure daily contact center benchmarks are met
- Analyze schedule efficiency and strategize resource management with variable
- Prepare and deliver monthly analysis of contact center metrics, KPI’s and trends.
- Develop new-hire schedule planning, which includes tracking shift availability and creating schedules for new team members on an ongoing basis; to create efficient optimized scheduling across all contact centers in line with 24/7 staffing and seasonal requirements
- Regularly analyze contact center processes and work with CS manager to review inefficiencies
- Oversee monthly employee recognition program; motivating teams through relationship building and real-time coaching
- Liaise with CS Training Facilitators and Team leads to ensure continuity of onboarding program
- Daily management of Team Leads, Tenant Affairs Representatives and Skilled Agents
- Strategize with Team leads to cover interaction channels as volumes predict; working with leads to choreograph agent skills
- Oversee Team Lead weekly agent performance incentive program designed to drive business goals
- Collaborate and lead meetings with both regional operations and facilities stakeholders to resolve issues or champion First Call Resolution Program
- Escalate and manage all agent workflow telephony tickets to correct support system
- Meet with Team leads weekly to discuss department operations, including scheduling, KPI’s, Quality Assurance and resource management
- Organize and facilitate with Team Leads, monthly Customer Service workshops
- Resource Manage with CS Manager and HR department; conduct interviews and create employee engagement strategies to increase retention
- Implement and champion Team Lead, Tenant Affairs or skilled agent requests and changes
- Providing on-call support to overnight CS agents and after-hours ADT alarm support
- Perform other duties as required

**What you need to be successful**:

- Post-secondary diploma or post-secondary education in relevant field
- Minimum 5 years’ experience in the customer service industry
- Minimum 2 years’ experience in a leadership role
- Contact Center experience or management preferred
- Advanced level of proficiency with MS Office required
- Minimum 45 wpm typing speed
- Excellent teamwork and team building skills
- Strong customer service and troubleshooting skills
- Ability to work well under pressure in a changing environment
- Professional verbal and written communication skills
- Enjoy a regular steady shift but also be available to work within a 24-hour open timeframe (includes evenings, weekends, holidays and emergency coverage as required)

**The perks**:

- Employer paid extended health, vision, and dental coverage (including family)
- Employee and Family Assistance Program
- Yearly health and wellness benefit
- RPP eligibility after one year
- Employee recognition program
- In-house professional development opportunities

**Why Broadstreet?**

Broadstreet Properties Ltd. is a family owned and operated property management company, partnered with Seymour Pacific Developments, that manage multi-family residential communities. We are a growing organization made up of diverse team members who are motivated to continuously innovate our approach to asset management. We consider employee wellbeing a priority and are dedicated to protecting the health and safety of our teams while ensuring a workplace that is respectful of everyone.

Broadstreet Properties Ltd. practices equal opportunity hiring and onboarding processes to ensure eq

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