Call Center Supervisor

Job Type: Full Time - On Site

Work Location: 550 Berry St. Winnipeg, Manitoba

Hours: 7:00-5:00 PM CST Monday-Friday

**Salary**: $21.50 an hour

Benefits: Available after 90 Days for FT employees

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About AnswerNet

AnswerNet is the brand name for the AnswerNet family of companies including

AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., ECC (Energy Choice

our affiliates, AnswerNet operates more than 20 contact centers within the continental

United States and Canada. We provide a vast range of services to optimize telephone

answering services, appointment setting and confirmation, customer support, third-party

verification, sales, lead qualification, market research, and a host of other contact

management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we

process over 125 million interactions per year.

Summary of Position:
The Supervisor of Customer Experience is responsible for the day-to-day supervision of

a high-performance team that consistently delivers on client service level agreements

and AnswerNet’s expectations and oversees the day-to-day operations of the multi
- channel contact center, assuring metrics are met and that customers enjoy positive,

professional, and complete interaction with all team members. Supports strategic

improvements consistent with corporate goals and initiatives, focusing on improving

customer retention through a high-quality customer experience. Measures and provides

appropriate performance and behavioral feedback to assigned team members. Assists

in the design or implementation of continual improvement projects. Offers suggestions

to management with ideas on how to improve customer interaction, and employee

morale and streamline processes.

Job Duties / Responsibilities / Essential Functions:

- Directly accountable for Individual team member performance, affecting overall

Contact Center Performance, Department goals, and project objectives. Achieves

this through the oversight of work allocation and productivity of individual team

members as well as overseeing quality performance of individual team members.
- Develop Contact Center staff through effective hiring, coaching, evaluative

performance feedback, and guidance.
- Provide support to the Customer Experience team to develop, coordinate, and

implement process and quality improvements in the Contact Center environment.
- Assists in developing new initiatives and makes recommendations for change,

based on proactive and reactive business needs, focusing on improving the

communication, timing, and impact to the customer and the employees in the

contact center environment. Supports members of the CE team to implement

change.
- Addresses assigned customer issues timely and efficiently
- Develop sound communication and working relationships with other cross
- functional processes, acting as a liaison to advise managers of needs for

improved cross-functional processes.
- Develop sound communication and working relationships with other cross
- functional processes, acting as a liaison to advise managers of needs for

improved cross-functional processes.
- Establishes improved avenues of customer interaction and communication,

utilizing existing or assisting in developing new technology, programs, processes,

and reporting.
- Establishes improved avenues of customer interaction and communication,

utilizing existing or assisting in developing new technology, programs, processes,

and reporting.
- Accurately administers payroll functions.
- Proactively manages manual or automated Workforce Management and Queue

assignments, assuring staffing meets the demands of call volume Performs other

related duties as required or requested.
- Be familiar and knowledgeable with Raisor’s Edge, Microsoft Dynamics,
- Familiar with running exports

Required Knowledge /Skills / Abilities:

- Education equivalent to an Associate’s Degree in Business Administration or

Management, or the equivalent in related work experience, demonstrating

knowledge in problem resolution call center management.
- Three or more years of experience in a customer service/customer

retention/sales environment, or the equivalent in related work experience,

demonstrating sound judgment and initiative to satisfy customer requirements.
- Experience in supervising or managing a problem resolution call center

environment, preferred and coupled with demonstrated experience in process

improvement, project management, and quality assurance.
- Demonstrates good knowledge of Microsoft Office.
- Mailroom Management experience
- Keying and Caging Knowledge and experience

Pay: $21.50 per hour

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday

Ability to commute/relocate:

- Winnipeg, MB R3H 0R9: