Call Center Supervisor

5 months ago


Thornhill, Canada InBenefits Full time

Job Purpose:
The Call Center Supervisor is responsible for training and preparing our Customer Service representatives to respond to customer questions and complaints and troubleshoot problems. Ensuring Customer Service Representatives understand and comply with all call center objectives, performance standards, and policies.

Duties and Responsibilities:

- Monitoring goals for performance and deadlines that align with InBenefit’s plans and vision
- Monitoring performance with KPIs such as call interruptions, calls waiting etc.
- Organizing workflow and ensuring that employees understand their duties or delegated task
- Monitoring employee productivity and providing constructive feedback and coaching
- Onboard and train new call center employees
- Answer staff questions, provide guidance and feedback to team members, establish resource tools
- Call listening and provide coaching
- Ensure a friendly and motivating work environment
- Ensure adherence to the company's policies and procedures
- Keep the Benefits Team Lead informed about recurring issues or problems
- Prepare monthly, quarterly and yearly reports

Skills and Qualifications
- 3 years of experience as a call center supervisor
- 3 years of experience in a customer service
- Proficient in English and knowledge of French will be considered an asset
- Intermediate or advanced Microsoft skills
- Outstanding communication, interpersonal and leadership skills
- Excellent organizational and time - management skills

**Job Types**: Full-time, Permanent

Pay: From $25.05 per hour

Expected hours: 35 per week

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Flexible schedule
- Life insurance
- On-site gym
- On-site parking
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: Hybrid remote in Thornhill, ON L3T 7W3


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