Supervisor, Call Center

1 week ago

Oshawa, Canada Reliance Home Comfort Full time

Find Your Limitless with Reliance

By joining Reliance as a Supervisor - Call Center you’ll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless - join us

What will you do?
- Review and Manage Customer cases as they are received and worked on with the anticipation of one and done wherever possible
- Exceed Customer Experience and sales targets
- Deliver best-in-class service experience in a professional courteous manner to internal and external customers
- Maintaining expert-level knowledge on our products and services, ensuring appropriate level of knowledge is shared with team members
- Maintain performance and quality standards of the team through monitoring, evaluation and training/development
- Ensure that all team members have a clear understanding of performance expectations and provide feedback and recognition for high performance
- Ability to analyze reports and develop recommendations for improvement
- Responsible for co-creating with Team Managers development and success plans for improvement
- Communicate effectively interdepartmentally and cross-functionally
- Foster open and honest communication between all Team Members
- Manage related projects as required

What do you bring?
- Minimum 2 years previous experience in a Customer Service/tele sales call centre with both inbound/outbound teams
- Industry knowledge and/or experience working with HVAC and service protection plans is a strong asset
- Results-driven individual who takes initiative to drive the business
- Proven leadership, communication and interpersonal skills
- Proven ability to motivate, coach and develop people in a team-based environment
- Superior problem-solving skills and analytical ability
- Top-notch customer service with both internal and external customers
- Responsive and easily adapts, embraces and leads change
- Ability and aptitude to recognize and positively address performance challenges
- PC literate and adept with learning new systems, good working knowledge of MS Office and CRM
- Excellent time management and organizational skills
- Work hours are Monday to Friday, with weekend checkpoint

What do we offer?
- The tools you need to succeed - including the tools for the job as well as training and development programs.
- A successful and knowledgeable team to be part of and learn from
- Competitive base pay plus the ability to earn more tied to your success - the only limit is your potential.
- A great benefits plan for you / your family
- Career paths so you can advance in the company
- A variety of perks for high-performing Team Members including the chance to win and be part of our annual President’s Club trip to a tropical destination
- And award-winning and one of Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team
- A growth mindset: above all else, we’re looking for people who are dependable, ambitious and want to grow with Reliance

Why Reliance?
Reliance is the industry leader in providing home comfort solutions and we do just that in over 2 million customer homes across North America. Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Reliance is a $1 Billion business with 2,600 team members and we’re growing We’re proud to be recognized as one of Canada’s 10 Most Admired Corporate Cultures. It's our team members and their relentless focus on the business, each other, and our customers that makes us great.

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