Customer Service Representative Supervisor

6 days ago

Surrey, British Columbia, Canada Nationwide Life Insurance Group Ltd. Full time
Job Summary

We are seeking a highly skilled Customer Service Representative Supervisor to join our team at Nationwide Life Insurance Group Ltd. As a key member of our customer service team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.

Key Responsibilities
  • Team Leadership: Lead a team of customer service representatives, providing guidance and support to ensure that they have the skills and knowledge needed to provide excellent customer service.
  • Schedule Management: Establish and manage work schedules to ensure that customer service representatives are available to handle customer inquiries and issues in a timely manner.
  • Quality Assurance: Examine and verify the accuracy of work performed by customer service representatives, ensuring that our high standards of customer service are met.
  • Reporting: Prepare and submit reports on customer service performance, identifying areas for improvement and recommending solutions.
  • Training and Development: Train customer service representatives in job duties, safety procedures, and company policies, ensuring that they have the skills and knowledge needed to provide excellent customer service.
  • Performance Management: Conduct performance reviews of customer service representatives, providing feedback and coaching to help them improve their performance.
  • Operations Management: Maintain the operation of computer systems, equipment, and machinery, ensuring that they are functioning properly and that business continuity is maintained.
Requirements
  • Education: Secondary (high) school graduation certificate
  • Experience: 1 to less than 7 months
  • Language: English
  • Work Hours: 40 hours per week

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