Team Supervisor

2 months ago

Boucherville, Canada Staples Full time

**Some of what you will do**:
Responsibility for the management of customer interactions of associates to ensure a consistent, high-quality level of customer service. The Team Supervisor provides a superior associate experience by providing resources, support, and feedback necessary for associates to thrive; motivates, coaches, and develops associates. The Team Supervisor supports the company and the customer by ensuring our associates are offering complete customer solutions and self-service options. Through collaboration and innovation, the Supervisor leverages internal partners to identify and solve customer issues, increase revenue and/or reduce costs.

**Specifically, You Will**:

- Create a performance-driven and inclusive culture that emphasizes and promotes our corporate values.
- Gathers and assesses performance data, including evaluated contacts etc. and conducts coaching and feedback sessions in a timely manner; completes performance appraisals according to established benchmarks.
- Manage all resources effectively to support the Customer Service Organization goals. Assist in achieving Contact Center financial, service, quality and productivity targets by managing relevant metrics (auto-in, administering VTO, planning training, etc.)
- Monitor Associate attendance and with the assistance of a Team Manager, provide feedback and progressive disciplinary measures as required.
- Motivate, develop, and empower associates by providing a supportive, challenging work environment that offers opportunities for growth, recognition, and career development.
- Provide leadership support to direct reports such as time management and payroll, leaves, policy inquiries, team concerns, etc. and /or connects associates to appropriate HR resource or self-serve options.
- Communicate all pertinent information in an organized, logical, and timely manner within all levels in the organization.Monitor operational activity and provide real-time support to ensure customers issues are resolved in a timely manner.

**Some of what you need**:

- Post-secondary education with a service, sales, marketing, or business-focus preferable.
- Bilingual English / French.
- Solid Staples knowledge including order management system, ordering procedures, customer service procedures, and all applicable department policies and procedures. An aptitude for understanding and utilizing a wide array of resources, and ability to incorporate and train others on them quickly and effectively.
- Ability to handle all department functions including inbound/outbound contacts and offline work. Deep understanding of specific customer base and related needs.2 to 3 yrs. previous supervisory experience. Retail or In-bound Call Centre environment preferred.

**Some of what you will get**:

- Associate discount
- Health and Dental benefits
- RRSP/DPSP
- Performance bonuses
- Learning & Development programsAnd more...

**#Bringyourpassion**

**#LI-Hybrid

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