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Call Centre Supervisor

3 weeks ago

Vancouver, Canada West Coast Reduction Full time

The Call Centre Supervisor is responsible for providing leadership oversight of the Customer Service Representatives at the Vancouver Call Centre. As a key customer service position in the company, this role is responsible for daily management of phone calls requesting service, payments and information requests from the Company’s customer base in addition to supervising direct reports. SPECIFIC ACCOUNTABILITIES & RESPONSIBILITIES Customer Service - Directly accountable for active problem-solving and offering solutions for second-level, escalated customer complaints; escalation to the appropriate Managers for third-level support if appropriate - Answer inbound phone calls to meet company service level agreements - Serve as the Company’s brand ambassador for all incoming calls to the ODCC system - Ensure quality customer service is provided by following up on previous complaints and taking ownership of a positive customer experience - Troubleshoot ODCC system issues or escalate to IT Help Desk for support - Accurately maintain customer profiles and record notes into JD Edwards ERP system after discussions with customers or other Sales Representatives - Manage Customer Relationships in Dynamics CRM Tool - Correct incomplete and incorrect sales and service orders - Promptly address customer service calls for off-cycle service requests and coordinate the appropriate service delivery - Coordinate the stoppage of service for closed or deactivated customer accounts - Actively participate in outbound sales and service campaigns - Coordinate appointment confirmation functions through Call Centre for trap grease customers - Forward inbound sales inquiries to appropriate Sales Representatives for follow-up - Book sales appointments for sales team when requested by Manager Supervisory & Additional Responsibilities - Supervise and direct the activity of the ODCC Customer Service Representatives - Assess work performed and provide constant feedback to Customer Service Representatives in order to maximize performance and drive continuous improvement - Alongside the Corporate Transportation & Logistics Manager, review processes and update documented procedures in order to drive consistency in the onboarding and training of the Customer Service Representative team - Alongside the Corporate Transportation & Logistics Manager, recruit, hire and train the necessary personnel to staff the Call Centre to the forecasted level of operation - Conduct performance reviews as required, including implementing performance management or improvement plans for underperforming staff - Provide leadership in the Call Centre while limiting and resolving conflicts - In the absence of Manager, schedule workforce to ensure staffing levels are balanced and meet the customer service needs required, provide authorization of overtime and vacation approvals for direct reports - Identify opportunities for operational and customer service improvements - Provide rotational coverage for timely response of after-hours service - Develop the schedule for Customer Service Representatives to cover after-hours service calls - Conduct and lead team meetings to ensure open channels of communication between Customer Service Representatives at the Call Centre, Fleet Planners and Fleet Dispatch Foremen - People development and active management of direct reports - Adhere to the company Code of Conduct and all West Coast Reduction Ltd. policies - Foster a positive team and company culture by ensuring treatment of others is respectful and aligned with company values - Perform other duties as assigned by Manager or Supervisor QUALIFICATIONS - High school diploma or equivalent level of education preferred - 3 to 5 years of progressive experience in a customer service role at a call centre environment with leadership responsibilities required - Advanced competency using Microsoft Office Suite products and Customer Relationship Management systems - Previous experience with Microsoft Dynamics 365 or JD Edwards is an asset - Proficiency in English, both written and verbal, with excellent communication skills INTERESTED CANDIDATES ARE INVITED TO SUBMIT THEIR APPLICATION TO THE "APPLY NOW" LINK BELOW. Thank you in advance for your interest in this opportunity, however, only those individuals who are selected for an interview will be contacted. IND