Call Centre Supervisor

2 weeks ago

Edmonton, Canada Trail Appliances Ltd. Full time

**Why Trail?**

**The Perks**

Trail Appliances values their employees and provides a comprehensive and competitive total rewards package including:

- Health & dental benefits
- Personal care days
- Statutory holidays off
- Employee & family assistance program
- Staff incentives and rewards
- Employee discounts

**Join Our Team as a Call Center Supervisor**

Are you ready to take the next big step in your career? Whether you've been leading a small team and are eager for more responsibility, or you're transitioning from a larger, dispersed team to a more focused, intimate group, we have an exciting opportunity for you

**The Role**

As a Call Center Supervisor, you will play a pivotal role in building on the strong foundation established by our current management. This newly upgraded role reflects our commitment to continuous improvement and excellence. You'll have the opportunity to lead and mentor a dedicated team, guiding them as they embrace new technologies and processes to enhance their performance and customer satisfaction.

**Why This Role is Special**:

- **Growth Opportunity**: This role offers a unique chance to implement innovative solutions and strategies, making a tangible impact on both the team and the customer experience.
- **Mentorship**: You'll have the chance to nurture a team eager for leadership and development, building on their existing strengths and unlocking their potential.
- **Innovation**: Lead the team in adopting new technologies and best practices, driving both efficiency and customer satisfaction.

**What you will be doing**

**1. Customer Satisfaction Management**
- Resolve customer complaints swiftly, aiming for first-call resolution.
- Implement strategies to enhance customer satisfaction and loyalty.
- Foster a customer-centric culture within the team.

**2.Staffing and Supervision**
- Train and supervise Call Center staff, ensuring adherence to company policies.
- Participate in hiring, performance management, and other HR processes.
- Conduct training sessions and regular performance audits to maintain high service quality.

**3. Performance Oversight**
- Ensure prompt handling of service requests and efficient scheduling of repair visits.
- Maintain accurate data entry and foster timely communication between teams.

**To be successful in this role you must have**
- 3 to 5 years of experience in a call center environment, including supervisory roles.
- Strong leadership, communication, and problem-solving skills.
- Proficiency with call center software and Microsoft Office.
- Willingness to work flexible hours as needed.

Our story began in 1974, when the Broderick family rented out appliances at their bottle depot on Macleod Trail in Calgary. From those humble beginnings, Trail Appliances has grown to become one of the leading independent appliance retailers in Western Canada. We continue to stand by our guiding principles of unparalleled customer service, competitive pricing, and expert advice.

Having built our reputation on strong family values and creating a collaborative work culture that values respect, integrity, diversity, passion, and laughter, we’re proud to be family-owned and operated today. This and our extensive benefits, safety program and community involvement are what sets us apart from our competitors. We are proud to be recognized as an industry leader

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