Supervisor Customer Care

2 weeks ago

Unionville, Canada RubiconPath Full time

**About us**

Our Client is one of North America’s most experienced submetering providers, who brought turnkey solutions to our clients for over 15 years. They help customers effectively manage their utility consumption as we supply, install, and remotely read electricity, water and thermal submeters. Across all building types, retrofit or new construction, they have the knowledge, equipment, and staff to deliver a comprehensive solution from design to implementation to billing. They are focused on maintaining strong customer relationships and value team collaboration to achieve the goals.

**Position Summary**

This position is accountable for agent management; and in conjunction with other departmental coordinators, for overseeing effective workflow distribution, agent responsiveness and quality assurance to deliver refined customer service. This is a hands-on role that requires exceptional interpersonal skills with the ability to lead by example and motivate fellow team members.

**Accountabilities**:

- Acting as first level of management for a team of appx 10 direct reports consisting of front-line agents.
- Monitor the phone queues for traffic surges and be expected to participate on the phones as required in order to maintain service levels.
- Handle customer escalations
- Provides and documents performance feedback through managing side-by-side coaching, performance reviews and goal setting.
- Supports and communicates business goals, quality standards, policies, processes, and procedures
- Appropriately addresses human resource issues such as: attendance, interpersonal conflicts in the workplace, performance; also consults and directs Department Manager and/or HR for guidance as needed.
- Achieve team performance objectives through an interactive presence by directing/coaching monitoring and appraising job results and manage performance when needed.
- Participates in the interview process and makes hiring recommendations.
- Assist in training and orientation of agents

**Qualifications**:

- Minimum 5 years Supervisor experience in a Call center role
- 1-3 years customer care experience
- Post-secondary education (University Degree, College Diploma or equivalent)
- Previous leadership experience
- Call center management skills
- Excellent time management skills
- Problem solving skills
- Excellent communication skills
- Working knowledge of MS Office
- Drives for results, develops, and manages staff, mentors’ staff, builds relationships, critical thinker,

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

**Salary**: From $80,000.00 per year

**Benefits**:

- Dental care
- Life insurance
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

**Education**:

- AEC / DEP or Skilled Trade Certificate (preferred)

Work Location: Hybrid remote in Unionville, ON L6G 1B3

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