Call Centre Team Lead

1 month ago

Edmonton, Alberta, Canada Trail Appliances Ltd. Full time
About Trail Appliances Ltd.

Trail Appliances Ltd. is a leading independent appliance retailer in Western Canada, founded in 1974 by the Broderick family. Our commitment to unparalleled customer service, competitive pricing, and expert advice has earned us a reputation as an industry leader.

The Role

We are seeking a highly skilled Call Centre Supervisor to join our team. As a key member of our customer service team, you will be responsible for leading and mentoring a dedicated team of customer service representatives, guiding them in adopting new technologies and best practices to enhance their performance and customer satisfaction.

Key Responsibilities:
  • Customer Satisfaction Management: Resolve customer complaints swiftly, aiming for first-call resolution, and implement strategies to enhance customer satisfaction and loyalty.
  • Staffing and Supervision: Train and supervise Call Centre staff, ensuring adherence to company policies, and participate in hiring, performance management, and other HR processes.
  • Performance Oversight: Ensure prompt handling of service requests and efficient scheduling of repair visits, and maintain accurate data entry and foster timely communication between teams.
Requirements:
  • 3 to 5 years of experience in a call centre environment, including supervisory roles.
  • Strong leadership, communication, and problem-solving skills.
  • Proficiency with call centre software and Microsoft Office.
  • Willingness to work flexible hours as needed.
What We Offer:

Trail Appliances Ltd. values its employees and provides a comprehensive and competitive total rewards package, including health and dental benefits, personal care days, statutory holidays off, employee and family assistance program, staff incentives and rewards, and employee discounts.

We are proud to be a family-owned and operated business, with a collaborative work culture that values respect, integrity, diversity, passion, and laughter. If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply.

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