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Customer Service Supervisor

3 weeks ago

Winnipeg, Canada Sleep Country Full time

**Company Description**
At Sleep Country Canada/Dormez-vous? (SCC/DV), we are inspired every day through our purpose to transform lives by awakening Canadians to the power of sleep and our vision to champion sleep as the key to healthier and happier lives, helping everyone achieve better tomorrows through better tonight’s.

Guided by our values - We **CARE** About People; We **WIN** Together; We **DREAM** Big and We **DELIVER **with Excellence - we are building on our 28-year foundation of taking care of each other and our customers’ sleep needs, with passion and commitment to be the best that we can be. We invest in our sleep ecosystem, innovative products, world-class customer experience, our communities and diverse best-in-class team to be Canada’s leading sleep partner.

We’re looking for a **Customer Service Supervisor **to join our growing company and play a key role in our customer experience by ensuring each purchase ends in a smile

As a **Customer Service Supervisor**, you will provide leadership to our Customer Service Team as well as play a major role in ensuring that customers receive the help they need. We love our employees as much as our customers; which, is why we can guarantee you will feel challenged and at home each and every day
- Responsible for the day to day direction, coaching, development, and performance management of the Team Leaders and Customer Service Representatives.
- Handle and respond to any escalated calls and provide solutions in a timely manner.
- Drive key business initiatives, identify process improvement opportunities as well as track and review trends to ensure overall department goals are met.
- Tracking and assisting in the preparation and analysis of various monthly reports (call monitoring, property damages, warranty stats, inspections, RTV process, invoicing) and providing team with feedback on performance.
- Handle and respond to any escalated calls and provide solutions in a timely manner.
- Review and make recommendations on current Return to Vendor tracking and identify any trends with our external stakeholders.
- Manage 3PL inspections and update tracking with results.
- Various projects as required.

**Qualifications**
- College Diploma or equivalent.
- A minimum of 3-5 years’ experience in customer service, call-centre or a related field; previous call-monitoring experience would be an assest.
- Demonstrated supervisory or team lead experience, 1-2 years.
- Self-motivated and also someone who is able to motivate a team.
- Strong communication and interpersonal skills.
- Detail-oriented, organized and able to multi-task in fast paced changing work environment.
- Solutions and results oriented and able to deal with conflict and issues in a tactful, diplomatic, and timely manner.
- Strong MS Office Skills, specifically Excel.
- Able to work flexible hours, occasional weekends.
- English mandatory; French is a strong asset.

**Additional Information** Why members of our Customer Service team love working at Sleep Country Canada/Dormez-vous?**:

- This is not a job but a CAREER with opportunities for growth and advancement
- Diverse and inclusive work environment
- We will invest in you and provide extensive training, mentoring and continuous development
- Access to our in-house learning platform with over 16,000 digital courses taught by industry experts in a variety of languages
- Full medical, dental benefits and a Deferred Profit Sharing Program
- Annual Wellness Credit for any products/services that improve your health and well-being, ie., health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment
- Associate Discount Program where you will be able to enjoy some of the world’s best sleep products
- Maternity/Parental leave top up benefits
- Tuition Reimbursement Program that covers professional AND personal development
- Long service awards, celebrations and other social events
- Associate Referral Program
- Paid day off to volunteer at your local charity of choice
- Recognized as one of Canada’s Most Admired Corporate Cultures in 2022 by Waterstone Human Capital

**Commitment to Equity, Diversity, Inclusion & Belonging (EDI&B)**

At SCC/DV, we are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fairly and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability.

**About Sleep Country Canada/Dormez-vous?