Call Center Supervisor

5 months ago

London, Canada Centennial Windows & Doors Full time

We’re hiring a full-time, permanent Contact Center Supervisor If you thrive supervising a busy call center, this could be the opportunity for you.

Our company mission is to provide every customer and employee an experience with Centennial that exceeds their highest expectations. We’re a family owned and operated business that offers an end-to-end solution for replacement windows and doors. Best known for quality, integrity, innovation, and energy efficiency, we have proudly served over 50,000 homeowners since 1981

**About the Role**:
The Contact Centre Supervisor will work out of our London, ON head office and mange the day-to-day activities of our busy call center. Your primary responsibilities are to ensure all incoming and outgoing phone calls are handled professionally and efficiently while generating high quality sales leads to drive revenue growth for the company.

**Rewards & Perks**:

- Competitive salary and bonus.
- Positive and supportive team atmosphere.
- Company paid single health and dental benefits.

**You Will**:

- Supervise, coordinate, assign, and review the work of contact center representatives.
- Establish work schedules and procedures.
- Oversee the appointment calendar system to maximize sales potential.
- Monitor the live chat platform on our website.
- Prepare, assign, and monitor call lists, including prospecting, remarketing, rebooks, and web form submissions.
- Investigate and report about appointment cancellations.
- Oversee appointment confirmations and customer relations calls.
- Ensure compliance with policies and procedures.
- Coach employees and assist in creating performance improvement plans when necessary.
- Motivate and support the team through feedback and communication.
- Identify training needs and provide training for job duties and company policies.
- Coordinate activities with other departments.
- Prepare and submit progress reports and other documentation.
- Track employee attendance through the HR calendar.
- Process vacation time/ pay requests.
- Prepare, review, and submit payroll information.
- Ensure the smooth operation of computer systems and equipment and arrange for maintenance and repair work.
- Improve quality of results by recommending changes.
- Assist in interviewing and hiring contact center representatives.
- Update NDNC lists.
- Home show coverage as required.
- Perform the same duties as workers supervised.

**You are**:

- Tech savvy with knowledge of relevant computer programs and telephone equipment.
- Able to remain calm and respectful under pressure.
- Someone with exceptional customer service expertise.
- Proficient with the English language.
- A strong verbal and written communicator.
- Highly organized with a high level of attention for details.
- Familiar with quality assurance and data analysis software.
- An excellent negotiator and problem solver.

**Job Types**: Full-time, Permanent

Pay: $50,000.00-$60,000.00 per year

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

**Experience**:

- Supervising: 3 years (preferred)
- Sales: 3 years (preferred)
- Telemarketing: 3 years (preferred)

Work Location: In person

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