Interim Contact Centre Supervisor

2 months ago

Newmarket, Canada UTIL-ASSIST Full time

Interim Contact Centre Supervisor (8-Month Contract)

**Who We Are**:
Util-Assist is a leading consulting and services 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 leverages advancements in utility IT systems to deliver a variety of services to utility customers, including outage communications management, managed billing, and AI-enabled substation security monitoring.

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 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.

At Util-Assist, we pride ourselves on cultivating a welcoming, positive, and inclusive workplace. Thanks to our outstanding culture, we are the proud recipients of several national and local awards, including certification as a Great Place to Work (three years running) by Great Place to Work Institute® Canada, the Employee Recommended Workplace Award (three years in a row), the York Region Business of the Year award, and the Newmarket Large Business of the Year Award.

Util-Assist is an equal opportunity employer. We are dedicated to providing a barrier-free work environment and ensuring all qualified applicants receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Our commitment to diversity and inclusion is demonstrated through our policies and practices, aligning with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Join us to be a part of a team that values and celebrates diversity, and where your unique contributions can make a significant impact.

**What We Need**:
The **I**nterim 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**:

- Coach and train Contact Centre Representatives and provide evaluations 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
- Train employees on new processes and procedures and when onboarding new clients
- Create new process documentation and update existing documentation to reflect updated operational requirements
- Participate in regular discussions with clients regarding service offering, programs, process 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
- Compile and analyze Daily Contact Centre Statistics and provide clients with regular reporting.

**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

**Experience**:

- 3-5 years’ experience managing a Call/Contact Centre
- Previous experience in the utility industry

**Working Conditions**:

- Work-life balance with flexible hybrid working arrangements
- Working flexible hours (based on business needs to in

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