Supervisor, Customer Experience

2 months ago


Laval, Canada Sunwing Vacations Group Full time

**About Us**:
**The Opportunity**:
**What You’ll Do**:

- Support and provide direction for team management approach of Supervisory functions for your team; responsible for ensuring all Agents understand processes and procedures and they are supported accordingly.
- Day to day support and management of a positive, service & sales-oriented environment
- Responsible for maintaining records related to (individual) assigned team's performance.
- Resolve escalated employee, client, partner, and customer issues as required, on a timely basis.
- Provide guidance, direction, and demonstration to resolve situations and issues that have been escalated by internal or external clients. Provide accurate answers to policies and procedures.
- Coordinate with various internal departments to assist in customer resolution and support of "extra mile" protocol.
- Set a lead by example approach, attitude, and demeanour always.

** What You’ll Need**:

- One (1) year of experience as a supervisor or Team Lead in a Call Centre
- Excellent communication skills, both verbal and written
- Excellent customer service and leadership skills
- Capable to work in fast-paced and rapidly changing environment.
- knowledge of TTS and basic Microsoft Office skills
- Curious and passionate for continuous learning

**What We Offer**:

- Remote work
- Great travel perks
- Goodlife Corporate Discount
- Growth opportunities
- Free Parking
- Open concept, collaborative workspace
- Fresh Café
- Opportunity to give back through our social responsibility initiatives

Diversity, equity, and inclusion - Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.



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