Supervisor, Consumer Sales

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:
Regular

Job Description:
In accordance with established procedures, this position is responsible for supervising a team of Customer Contact and Sales Representatives, to ensure an optimal level of quality customer service and sales performance. Responsible for ensuring representatives represent Cogeco in the handling of customer contacts and ensures resolution in a timely and professional manner. In addition, is responsible for ensuring representatives are promoting Cogeco’s full range of services and maximizing sales opportunities. The incumbent is responsible for maintaining the highest level of customer satisfaction and retention. Direct reports may vary depending on representative focus ie: Residential or Commercial sales, Billing, Technical, Second level, Retention, MCST, MSAT and Storefront.

This is a three (3) month internal temporary assignment / contract opportunity.

RESPONSIBILITIES:
- Provides day to day supervision, coaching, guidance and development of a team of Customer Contact and Sales Representatives. Motivates and sets team objectives. Introduces and reinforces product knowledge, telephone skills and sales techniques. Ensures understanding of policies and procedures.-
- Responsible for the performance management and deliverables of the team. Ensures adherence to company policies and compliance with departmental standards. Handles disciplinary situations appropriately, including documenting relevant information. Incumbent must set annual objectives for employees under his/her supervision, review them based on any new operational requirements, and administer the Performance Management process. Conducts performance appraisals-
- Participates in the development and implementation of new processes and procedures. Develops, administers, and promotes employee incentive programs and in-house promotions.-
- Develops and administers procedures to monitor staff and department activity. Ensures service level standards are achieved and adhered to. Conducts internal audits regularly to maximize quality service and productivity of each agent. Generates agent performance and statistical reports for analysis and takes appropriate actions i.e. reward and recognition or performance management.-
- Participates in departmental / corporate meetings. Conducts regular team meetings and responds to any action items. Manages time effectively so as to ensure various deadlines and business objectives are met.-
- Analyzes and handles agent/customer escalations to identify trends and report information back into the organization with recommendations for process improvement. Reviews, and approves external correspondence as required.-
- As a representative of Cogeco’s management team, handles customer and employee matters and/or other escalated issues in a timely manner through collaboration and effective communication skills (skills (both oral and written).-
- Provides leadership in change management through positive communication and positive behaviours.-
- Supervises the contact center staff in the evening, overnight and weekends as required, covering for absences and vacations for other supervisors.-
- Liaises with other departments as required, maintaining an environment that promotes positive communication within the department, fostering teamwork for the organization.-
- Promotes supports and enforces Cogeco’s Health & Safety policies and procedures.-
- Performs other duties as required-
- As part of his/her function, incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.-
- To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customer’s needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.- ACADEMIC TRAINING:
- College Diploma or combination of equivalent education and experience.-
- University degree preferred.- WORK EXPERIENCE:
- Minimum 3 years experience in a call centre/ customer service environment with at least 2 years demonstrated experience at the supervisory level.-
- 2-3 years experience in a Tier 1 sales role preferred.SPECIFIC COMPETENCIES:
- Demonstrated understanding of internet, computer systems, CATV technologies, and customer databases.-
- Extensive knowledge of TCP/IP sta