Call Centre Supervisor

2 weeks ago

Burnaby, Canada Terminix Full time

**About Terminix**

Terminix Canada is one of the largest pest control providers to the property management sector. Since its founding in 1927, Terminix has been an industry leader in pest control.

**Position Overview**

Passionate about sales and customer service? As the Senior Manager for our Contact Centre, you will manage a team consisting of multichannel inbound sales/service, administration/invoicing, accounts receivable and dispatch/scheduling.
- customer experience through a solid KPI and quality coaching strategy. The Senior Manager will also be responsible for providing strategic direction for the call centre team to support future growth and increased volumes.

**Responsibilities**:

- Identification of new business opportunities by active assessment of inbound channels and activities
- Meet and exceed goals by generating sales from inbound contacts and follow-up with potential customers to sell Terminix services
- Respond to all escalations with a sense of urgency and professionalism
- Respond to all incoming social media comments that are not positive
- Develop process for implementation of corrective actions based on online reviews
- Follow up with aligned managers to discuss strategy and to address concerns
- Develop and maintain branch scorecards to measure online review quality, quantity, and follow up response time
- Look for trends and submit reports to GM on a regular basis
- Implement reputation management software to drive growth and customer satisfaction
- Monitor NPS scores, provide reports, and offer recommendations for improvement
- Monitoring of performance and analysis of reports in order to derive improvement plans
- Deliver best-in-class service experience in a professional and courteous manner
- Ability to coach and monitor team members in order to ensure adherence to the sales process, techniques and delivery of value propositions, as well as ensure compliance with closing techniques and overcoming objections
- Consistently review and develop new approaches to improve the sales program and strategies ensuring efficiencies, quality of service and customer retention
- Assign work, appraise performance and provide feedback and recognition as required
- Track and maintain accurate performance records by teams, projects, programs, and business lines
- Create and monitor proper dispatch processes and methodologies, ensuring field technicians are consistently at full productivity capacity
- Initiate and perform personnel activities concerning hiring, training/development, and evaluation of staff performance
- Work closely with Marketing to develop and share strategies to establish and lead programs
- Conduct regular analysis on trending and call centre data to recommend improvements, and issue resolution
- Oversee the AR team and understand the importance of outbound collection and loss management
- Other administrative duties as assigned

**Job Requirements**
- Previous Senior Management experience in a sales-driven call center environment
- Strong interpersonal and team player skills
- Proven track record of developing and managing an inbound multichannel sales/service business model
- High customer-retention and business acumen
- Demonstrated ability to be hands-on, handling customer objections and closing deals
- Ability to manage projects simultaneously and keep an eye on the details
- Experience with CRM and using metrics to assess progress and gauge success
- Computer proficiency with sales platforms, CRM data entry, internet and Microsoft Office
- Strong organizational skills and ability to multitask in a fast-paced environment
- Knowledge of call center operations and technology
- Knowledge of sales techniques and processes as they relate to an inbound environment

Terminix is an equal opportunity employer. If you require any accommodations at any point during the interview process, please get in touch with our HR Department.

**Disclaimer**

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime

Ability to commute/relocate:

- Burnaby, BC: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (required)

**Experience**:

- Management: 3 years (required)
- Call center: 4 years (required)

Licence/Certification:

- Clean Criminal Record (requir

  • Contact Centre Supervisor

    4 days ago

    Burnaby, Canada Terminix Full time

    **About Terminix** Terminix Canada is one of the largest pest control providers to the property management sector. Since its founding in 1927, Terminix has been an industry leader in pest control. **Position Overview** Passionate about sales and customer service? As the Senior Manager for our Contact Centre, you will manage a team consisting of...

  • Call Centre Auxiliary Customer Service Agent

    4 weeks ago

    Burnaby, Canada BC Liquor Distribution Branch Full time

    The Organization Do you have experience providing exceptional customer service? If yes and you are looking for an empowering place to build your career, with opportunities to progress, then consider starting an exciting career with one of BC’s Top 100 Employers since 2009. The LDB is one of two branches of government responsible for the cannabis and...

  • Contact Centre Associate

    2 weeks ago

    Burnaby, BC, Canada OpenRoad Auto Group Full time

    Call Center Associate Full-Time OpenRoad Auto Group - Head Office Burnaby Head Office - Client Contact Centre 00 per hour Whether it's launching the most anticipated model of the year or purchasing a vehicle for your next adventure, great people and relationships are at every turn with OpenRoad. OpenRoad is one of the largest and fastest growing...

  • Maintenance Supervisor

    7 days ago

    Burnaby, Canada Beedie Construction Full time

    An excellent maintenance supervisor must be reliable and have a great eye for detail. They must have technical skills and knowledge of various crafts such as carpentry, plumbing etc. Leadership and knowledge of administrative tasks such as scheduling are also essential. - Hires and manages maintenance workers. - Supervises maintenance workers and...

  • Cook (Temp)

    2 weeks ago

    Burnaby, Canada George Derby Centre Full time

    **Job Summary**: Under the direction of the Manager or Food Services Supervisor, plans cooking schedule and prepares meals in accordance with menu requirements and established standards and regulations. **Job Duties**: - Prepares assigned menu items by following menu recipes and quantity quotas; determines ingredients and quantities required; assembles...

  • Casual Cook

    4 weeks ago

    Burnaby, Canada George Derby Centre Full time

    **JOB SUMMARY**: Under the direction of the Manager or Food Services Supervisor, plans the cooking schedule and prepares meals in accordance with menu requirements and established standards and regulations. **JOB DUTIES**: - Prepares assigned menu items by following menu recipes and quantity quotas; determines ingredients and quantities required; assembles...

  • Building Service Worker

    2 weeks ago

    Burnaby, Canada George Derby Centre Full time

    Building Service Worker (Casual) **Job Summary**: Under the general supervision of the Manager or Support Services Supervisor, performs variety of heavy and light cleaning duties such as: sweeping, wet mopping, vacuuming, scrubbing, buffing and polishing floors, bed stripping, bed washing, bed making, and dusting washing walls, windows, and ceilings. **Job...

  • Security Command Centre Operator

    2 weeks ago

    Burnaby, Canada Paladin Security Full time

    Security Command Centre OperatorIn this role, you will be coordinating the emergency response, monitoring, and dispatching the appropriate resources to our client facility across the province. The Security Command Centre ensures a 24/7 communication link between client field staff, management, on-call personnel, and various subcontractors. The Command Centre...

  • Security Command Centre Operator.

    3 weeks ago

    Burnaby, Canada Paladin Security Full time

    Overview Paladin Security: Making the World a Safer and Friendlier Place because we  CARE ! Do you have superior customer service skills and a passion for helping people? Are you able to think quickly on your feet and defuse difficult situations? Your track record of handling a great deal of responsibility combined with your varied life experience...

  • Cook - Casual

    4 days ago

    Burnaby, Canada George Derby Centre Full time

    **JOB SUMMARY**: Under the direction of the Manager or Food Services Supervisor, plans cooking schedule and prepares meals in accordance with menu requirements and established standards and regulations. **JOB DUTIES**: 1. Prepares assigned menu items by following menu recipes and quantity quotas; determines ingredients and quantities required; assembles...

  • Security Supervisor

    4 weeks ago

    Burnaby, Canada GardaWorld Full time

    **Are you ready to suit up?**: If you are looking for your next professional challenge, we have an opportunity for you! As a Site Supervisor at SFU Burnaby, you will play a key role in the day-to-day operations and will be responsible for leading a dynamic team at a state of the art university campus. **This position pays $32. 49 per hour.** **What's in it...

  • Warehouse Supervisor

    4 weeks ago

    Burnaby, Canada Westburne Full time

    Westburne is much more than electrical products. We are Canada’s market leader in energy solutions, renewables, lighting, wire & cable, automation and connected network solutions. We have access to the best partners in the industry and we go above and beyond to help our customers and partners grow. To learn more about Westburne, please visit us at...

  • Site Supervisor

    7 days ago

    Burnaby, British Columbia, Canada Commissionaires BC Full time

    Commissionaires BC is currently looking for Security Supervisor to lead a team of security guards at a high profile Canadian Public Safety site in Burnaby.Rotation: Monday - Friday, Payrate: $28.11 per hourJob Duties:Liaise with all security personnel regarding specific activities or concerns, maintaining open communicationInvestigating and reporting...

  • Food Service Worker

    2 weeks ago

    Burnaby, Canada George Derby Centre Full time

    **Job Summary**: Under the general supervision of the Manager or Support Services Supervisor, performs duties such as serving meals and delivering and retrieval of food carts. Sets up and serves lunch to staff, volunteers and visitors, receiving cash and/or meal tickets for items purchased. Prepares and combines food and beverage ingredients by procedures...

  • Casual Building Service Worker

    4 weeks ago

    Burnaby, Canada George Derby Centre Full time

    **JOB SUMMARY**: Under the general supervision of the Manager or Support Services Supervisor, performs a variety of heavy and light cleaning duties such as: sweeping, wet mopping, vacuuming, scrubbing, buffing, and polishing floors, bed stripping, bed washing, bed making, and dusting washing walls, windows, and ceilings. **JOB DUTIES**: - Cleans and...

  • Distribution Centre Administrator

    3 weeks ago

    Burnaby, Canada Refrigerative Supply Limited Full time

    Scope of the position The Distribution Centre Administratoris responsible for assisting Distribution Centre Manager in all aspectsof administration, scheduling, inventory control, and freight claims inconjunction with head-office team. The position also assists distributioncentre staff during busy periods. Duties and Responsibilities Distribution...

  • Building Service Worker

    4 days ago

    Burnaby, Canada George Derby Centre Full time

    **JOB SUMMARY**: Under the general supervision of the Manager or Support Services Supervisor, performs variety of heavy and light cleaning duties such as: sweeping, wet mopping, vacuuming, scrubbing, buffing, and polishing floors, bed stripping, bed washing, bed making, and dusting washing walls, windows, and ceilings. **JOB DUTIES**: 1. Cleans and...

  • Support Services Manager

    4 weeks ago

    Burnaby, Canada George Derby Centre Full time

    **Job Summary** Reporting to the Executive Director, the Manager of Support Services is a member of the leadership team and is responsible for the effective delivery of day-to-day Food, Nutrition, Laundry and Housekeeping services by: - Providing effective leadership and direction to Support Services supervisors and staff; - Functioning as the resource...

  • Supervisors, Superintendents, Foremen and Lead

    4 weeks ago

    Burnaby, Canada NEW-FIRMUS CONTRACTING BC INC Full time

    **Supervisors, Superintendents, Foremen & Lead Hands Needed** New-Firmus Inc is currently building management teams for hi-rise projects in the Vancouver area. We are looking for experienced Supervisors, Superintendents, Foremen & Lead Hands. Duties vary based on the position and include but are not limited to, Build & meet schedules/deadlines; Prepare,...

  • early childhood educator

    3 weeks ago

    Burnaby, Canada Kiddocare InfantToddler Centre Full time

    Education: Expérience: EducationCollege, CEGEP or other non-university certificate or diploma from a program of 3 months to less than 1 year or equivalent experienceWork settingChild care centreTasksLead activities by telling or reading stories, teaching songs and taking children to local points of interestEncourage children to express creativity through...