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Supervisor, Customer Service Centre

4 months ago

Edmonton, Canada Grainger Canada Full time

**Primary Function**:
The Customer Service Centre Supervisor will lead a team of 12-15 team members and manage the day-to-day operations of the Customer Service Centre, including but not limited to driving workforce efficiencies, customer service, reporting, and performance management. The Customer Service Centre Supervisor ensures engagement from the entire team and ensures that the team is able to overcome obstacles. The role manages the processes to ensure compliance with company policies/procedures, continual process improvement. This role will also ensure the timeliness, quality and effectiveness of all processes performed within a given area of responsibility. Works within organization and cross functionally on special projects to drive Grainger’s Growth Map Strategy.

**Principal Duties & Responsibilities**:

- Manages a team and has the authority to performance manage the team
- Manages, coaches and leads up to15 approximately employees
- Owns business partner relationships to ensure cross functional operations are optimal (ie: Sales, Branches, etc.)
- Must have the ability to problem solve both simple and complex issues from team members and business relationship
- Develop and implement departmental changes enhancing workflow optimization
- Facilitate and/or lead quality excellence amongst team members on special projects as required
- Ability to develop and maintain positive employee, customer and cross functional team relations; actively engaged in team member development
- Supervises the daily operations of a team of representatives that support internal and external customers that want to place an order, have questions, or concerns regarding their account
- Plans, directs, supervises and evaluates workflow
- Coordinates work activities to achieve the volume expected to meet operational requirements
- Identify and recommend operational improvements
- Provides immediate supervision, monitors workflow, assigns tasks, goals and objectives
- Provides frequent, direct coaching and development to team members including daily huddles, weekly 1 on 1 coaching, active Individual development plans with all staff and performance management based on Customer Service Centre KPI’s
- Reviews performance metrics, diagnoses root cause of underperformance and develops improvement plan
- Monitors phone calls on a regular basis and scores calls based on internal quality standards
- Keeps team informed of key events in the center and solicits feedback
- Responsible/ accountable for onboarding, training of new hires
- Drives employee engagement through direct interaction and support
- Celebrates team and individual success

JOB REQUIREMENTS

**Preferred Education & Experience**:

- Completion of post-secondary education, preferably in business or equivalent work experience
- Minimum 3 to 5 years of customer service experience
- Minimum 1 to 2 years leading a team (effective coaching, team building, training, and development of a team)
- Proven process improvement experience (analytics, problem-solving and decision making skills) in order to drive results
- Demonstrate excellent communication and organizational skills, employee development skills and team building
- Passion for customer service, sales and team member development with an ability to energize and motivate others
- Demonstrated flexibility to adapt to shifting demands and competing priorities
- Ability to train and coach team members on processes, procedures, compliance and product knowledge
- Strong knowledge & competency of Microsoft Office Suite (Power point, excel, outlook, visio)
- Ability to plan, organize and delegate work
- Ability to influence team members to achieve individual and team objectives

**Work Environment**:

- Ability to work extended hours including evenings/weekends as required
- Hours of Operation: Monday to Friday 6AM to 8PM EST
- Work location in a Customer Service Centre, branch or work from home (as outlined in the conditions of employment)
- Some travel may be required
- Extended management by providing floor support, participating and presenting in new hire training

**Impact**:

- Directly influences the work environment through positive employee relations while supporting a focused, empowered, high performance team
- Responsible for the integrity of day to day business practices and processes
- Responsible for working on special projects and cross functional teams
- Coordinates the identification and communication of business issues between teams
- Be the voice of the “team members” when it comes to technical issues, staffing issues and/ or customer escalations to ensure Customer Service Centre support teams are aware, partners with to find a recommended solution and action accordingly

**Working Relationships**:

- Interacts frequently with Customer Service Centre support teams, other Managers across the organization
- Partners with other areas of the business locally and across the country in finding solutions to