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Call Center Supervisor

1 month ago

Ottawa, Canada Gabriel's Pizza Franchise Corporation Full time

**Call Centre Supervisor**

Gabriel Pizza Franchise Corporation

Ottawa, ON

Remote

**About Us**:
Gabriel Pizza opened it’s first door in 1977 on St. Joseph Blvd. in Orleans, Ontario. Today, with over 35 franchised locations throughout Eastern Ontario and Western Quebec, Gabriel Pizza continues to specialize in pizza and Italian food dining and delivery. We are passionate about delivering the ultimate guest experience and with a focus on innovation in both product and service, Gabriel Pizza and the Hanna family have been recognized for their aware-winning products and strong community involvement.

**The Opportunity**

We are looking for a **Call Centre Supervisor** to join our team. You will be responsible for maximizing customer service performance, through performance management of the team including, but not limited to meeting objectives, compliance to attendance, punctuality and company policies, disciplinary actions. The role will report to the Call Centre Manager and is a remote position. Our Headquarters are in Ottawa, Ontario.

**What you will do**:

- Success, development, and performance management of Team including but not limited to coaching, constructive support and disciplinary action as required
- Support and provide direction for team management and ensuring all Agents understand processes and procedures and they are supported accordingly
- Day to Day support and management of a service-oriented environment
- Resolve escalated customer issues as required, on a timely basis
- Support RA/Care Agent’s during rush period by interacting with customers on Care/RA calls
- Coach and provide support to new agents once training has been completed
- Ensure all queues are managed effectively.
- Advise Call Centre Manager of any performance issues along with recommendations.
- Develop and maintain effective collaborative relationships with internal and external stakeholders.
- Assist store owners as required by providing support through the Supervisor Line.
- Provide Leadership with daily and weekly reporting as determined.
- Open and close call center daily and submit reporting to Leadership Team.
- Verify that daily CRM entries are accurate.
- Report all attendance/lates/leave early on a daily basis to CC Manager.
- Schedule lunch breaks for agent on a daily basis and post to board for agents.
- Ensure all bounced and online orders are actioned immediately during the shift
- Pull and listen to calls as required to resolve a store/customer complaint.
- Troubleshoot Agent technical issues and resolve or escalate, as necessary.
- Provide agents with continuous live up-to-date information on stores (such as no quote times, no delivery, missing items and more)
- Ensure that we have the appropriate number of agents daily for shifts.
- Bilingual French/English

**Benefits**:

- Work from home

Schedule:

- 8 hour shift
- Day shift
- Evenings
- Weekend availability

Application question(s):

- Are you able to work a variety of shifts (days/evenings) and weekends?

**Experience**:

- Supervisor/Team Leader: 2 years (required)

**Language**:

- Bilingual (French / English) (required)