Social Media and Chat Supervisor
4 weeks ago
Company Description
**Be part of the journey**
Come aboard a committed, caring company that needs you
Why should you join our team? We offer the pride of working for a local company with an international reach, with professionals who are passionate about travel You'll evolve in a stimulating telecommuting environment where team cohesion is paramount. And of course, you'll be able to take advantage of our travel benefits to discover our destinations on board the best leisure airline in North America
**Benefits**:
- 3 weeks annual vacation
- 5 floating vacations
- Group insurance
- Employer RRSP/DPSP contribution
- Possibility of career development within the company
- 2 confirmed passes + unlimited standby (upon hiring)
**Job Description**:
- Ensure that the team of agents under their responsibility remains up to date on current policies, procedures and promotions.
- Act as a change agent for their team when changes are made to policies and procedures.
- Ensure that the team of agents under their responsibility maintains the required service levels and achieves the objectives submitted by management.
- Ensure that the team of agents under their responsibility respects the established work schedule.
- Compile statistics for monthly evaluations of Social Media and Chat agents in their team.
- Meet with each agent on a regular basis for ongoing training and performance evaluation.
- Collaborate with all departments to ensure the smooth running of Transat's activities.
- Produce performance reports and suggest improvements to procedures and tools in order to improve the operational efficiency of the Social Media and Chat team as well as the quality of customer service offered;
- Work closely with other Supervisors, Social Media and Chat to ensure consistency in customer service for the Social Media and Chat sector and to develop new procedures or cover new channels;
- Participate in benchmarking, trend analysis and best practices research in chat, social media customer service and customer service in general, to position Transat among the leaders in these fields;
- Keep abreast of best practices in call center and online customer service.
- Be available to work on weekends, and be flexible to respond to emergency situations.
**Qualifications**:
- Minimum 3 years in a call centre and/or experience in the Tourism industry.
- Bilingualism (oral and written) is essential, with outstanding writing abilities in both languages.
- Excellent knowledge of the most popular platforms such as Facebook, Instagram, Twitter; knowledge of a social media aggregation platform, an asset.
- Supervisory experience, an asset.
- Demonstrated problem solving skills and ability to function in a fast-paced environment.
- Excellent verbal and written communication skills.
- Highly organized, flexible, self-motivated and enthusiastic.
- Ability to motivate and coach staff.
- Proficient in Microsoft Office.
- Ability to work shifts and weekends.
- Excellent judgment, great sense of organization, creativity, autonomy, interpersonal skills and teamwork qualities.
- Systems knowledge: ININ, DATALEX, TTS, TEAMS.
- OPC and TICO certification.
Additional Information
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