Supervisor, Customer Care

5 months ago

Markham, Canada Metergy Solutions Inc. Full time

About Metergy Solutions Inc. (“Metergy”)
Metergy is a portfolio company of Brookfield Infrastructure. Brookfield is one of the world’s largest investors, owners, and operators of infrastructure assets across the utilities, transport, energy, data, and sustainable resources sectors. This sponsorship provides Metergy with access to large-scale capital, infrastructure investment expertise and global reach.
Our Mission
Through trustworthy expertise in submetering solutions, we empower our clients to make their buildings more marketable and residents to reduce their energy consumption.
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,

Metergy’s recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.

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