Contact Centre Supervisor

2 weeks ago

Newmarket, Canada Util-Assist Inc. Full time

**CONTACT CENTRE SUPERVISOR (6-Month Contract)**

**Who We Are**:
Util-Assist is a leading consulting company to electric, water, and gas utilities, with customers throughout Canada and the United States. Utilities today are undergoing an exciting digital transformation; the widespread deployment of smart grid technologies and renewable energy sources is colliding with customer demand for electric vehicles, energy savings, and better customer experiences to produce a dramatic shift in how utilities do business. Util-Assist is at the forefront of that shift.

Our vision is to be the trusted partner in driving digital innovation that reshapes the utility landscape. To bring that vision to life, Util-Assist is leading the way in helping utilities take advantage of the latest developments in utility IT, with growing practices for data analytics and customer experience consulting building on our well-established smart grid procurement and implementation management services. Our managed services division provides a variety of services to utility customers, including outage management and intelligent monitoring services.

Teamwork is key to the success of the Util-Assist family; mutual respect, cooperation, and honesty are hallmarks of our principles. We offer a range of energizing, multi-disciplinary careers in a high-tech industry, with great potential for development and advancement as both the industry and our company continue to grow. Util-Assist’s flexible work environment allows you to work from anywhere, letting you choose the work arrangements that make the most sense for you. We will give you the tools and support to succeed in our business, wherever you are.

We are firmly committed to fostering a welcoming, positive, and diverse workplace. Thanks to our outstanding culture, we are the proud recipients of several national and local awards, including the Employee Recommended Workplace Award (three years running), the York Region Business of the Year award, and the Newmarket Large Business of the Year Award.

**What We Need**:
The Contact Centre Supervisor is responsible for managing the daily operations of the Call Centre and providing support, training, and coaching for the Contact Centre team to maintain a high level of client satisfaction consistent with organizational objectives.

**What You’ll Do**:

- Provide direction and guidance to Contact Centre Representatives on day-to-day procedures and processes for the Contact Centre
- Coach Contact Centre Representatives and provide agent evaluation score cards regarding call quality
- Participate in the recruitment and selection process and provide orientation and training for new hires
- Track and approve time and attendance including the approval of overtime, vacation, sick and lieu time to ensure adequate staffing levels for the department
- Conduct annual performance reviews and provide timely feedback against key performance indicators in regularly scheduled 1:1 meetings with staff
- Provide formal and informal recognition to enhance employee morale
- Train employees on new processes and procedures and when onboarding new clients or enhancing existing processes
- Create new process documentation and update existing documentation to reflect updated operational requirements
- Measure and report on department performance, using key performance indicators (KPIs)
- Participate in regular discussions with clients regarding service offering, programs, processes, and customer service improvements
- Manage customer escalations professionally and take necessary action to resolve customer issues
- Use customer feedback to make service improvements and implement changes
- Communicate issues to management requiring immediate attention

**What You Will Bring**:
**Skills**:

- Advanced customer service, verbal and written communication skills
- Advanced organization skills
- Advanced problem-solving skills with the ability to work well under pressure
- Advanced time management skills
- Intermediate MS Office skills

**Knowledge/Education**:

- Advanced knowledge of Call Centre practices, metrics and technology
- Intermediate knowledge of PIPEDA
- Intermediate knowledge of OEB regulations and Government Support Programs
- Intermediate knowledge of the Ontario Electrical Safety Code
- 3-5 years’ experience managing a Call/Contact Centre
- Previous experience in the utility industry considered an asset

**Working Conditions**:

- Hybrid office environment
- When safe to do so, the ability to travel to new and existing client sites throughout Canada and the U.S.
- The ability to secure a U.S. visa to enable work in the U.S. or a Canadian visa to work in Canada
- A successful SIN and passport clearance along with a police vulnerability check is required

**What We Offer**:

- A competitive base salary
- Work-life balance with flexible working arrangements (including working from home during the pandemic)
- The opportunity to work with an innovative company that i

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