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Supervisor, Sales Centre
4 weeks ago
**About Us**:
**The Opportunity**:
**What You’ll Do**:
- Success, development, and performance management of assigned Team including but not limited to coaching, constructive support and disciplinary action as required
- Support and provide direction for team management approach of Supervisory functions for entire Sales Centre; 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
- Develop, maintain, and provide superior service to Consumers and Travel Agent partners to handle and resolve escalated issues within a timely manner (24-hour standard)
- 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
- Other relevant duties as assigned
**What You’ll Need**:
- Two (2) years of experience as a supervisor or Team Lead in a Contact Centre
- Travel industry experience preferred.
- Excellent communication skills, both verbal and written
- Excellent sales, customer service and leadership skills
**What We Offer**:
- Remote and/or Hybrid Work Opportunities
- Great travel perks
- Goodlife Corporate Discount
- Comprehensive benefits package
- RRSP Matching Program
- Growth opportunities
- Free Parking
- Open concept, collaborative workspace
- Fresh Café with delicious snacks and meals at a subsidized price
- 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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