Supervisor Customer Service

Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers, where your talents contribute to our commitment to excellence and community impact.

Voilà is a new team dedicated to launching and scaling Sobeys new e-commerce grocery home delivery business. This is a rare opportunity to join a start-up within a larger organization. You will help launch and operate a new brand in the Alberta, Ontario and Quebec markets powered by Ocado Group’s world-leading e-commerce grocery platform. We are looking for experienced, passionate, curious, customer-obsessed, and entrepreneurial individuals to join a diverse and driven team whose mission is to help Canadians stay one step ahead of their busy lives. Voilà will be the most reliable and convenient way for Canadians to shop for groceries.

Your groceries delivered. Just like that.

**Ready to Make an impact?**:
Provides leadership support to the Customer Service team (call centre/ web/live chat) - 3 Month Contract but could be extended depending performance and business needs

**Here’s where you’ll be focusing**:
NOTE: All Teammates work from home and this position will also be a work at home position, but may be required to work at the Fulfillment Centre (Vaughan or Montreal), based on business needs
- Acts as the SME for systems, training, procedures
- Develop a high performing team; directs day-to day activities of the Customer Service teammates
- Approximately 10 direct reports
- Actively participates in the recruitment of teammates
- Provides performance feedback and coaching for Customer Service teammates
- Drives team engagement, development and retention by connecting team to the Voila vision, encouraging innovation, clear communication and continuous feedback
- Imbeds and sustains Customer Service protocols and SOPs
- Accountable for CS metrics
- Acts as the point of escalation for any customer issues; problem solves in a pro-active manner driving customer loyalty
- Supports continuous improvement effort by utilizing customer service feedback to inform Home Delivery and Operations teams
- Partners with Training Lead to deliver training content
- Accountable to ensure consistent standards and continuous learning, ensures customer service teammates are trained appropriately to provide best in customer experience
- Support team members and senior leadership team as requested
- Performs other related duties and assignments as required and as assigned

**What you have to offer**:
**Job Requirements**
- Exceptional customer-centric mind-set
- Exceptional Microsoft Office skills (Powerpoint, Excel, Word, Microsoft Teams)
- Worked with CRM tools (Salesforce, Zendesk)
- Exceptional problem skills
- Decision making skills with a proven ability to influence others
- Strong oral and written communication skills
- Minimum of 3-5 years experience in customer call centre environment
- Retail experience (business to customer) in an e-commerce environment an asset
- Post Secondary education an asset
- Excellent Analytical and Problem Solving abilities (root cause analysis)
- Experience in effectively managing a large team
- Excellent interpersonal and communication skills; with the ability to interact with all levels of the organization and external parties
- French Bilingual preferred

We offer a comprehensive Total Rewards package, which varies by role and designed to help our teammates to live better - physically, financially and emotionally.

Our Total Rewards programs goes well beyond your paycheque:

- Competitive Benefits Package, tailored to meet your needs, including health and dental coverage, as well as life insurance and Accidental Death and Dismemberment Insurance*.
- Access to Virtual Health Care Platform* and Employee and Family Assistance Program.
- A Retirement and Savings Plan that provides you with the opportunity to build and add value to your savings*.
- A 10% in-store discount at our participating banners and access to a wide range of other discount programs, making your purchases more affordable*.
- Learning and Development Resources to fuel your professional growth.
- Paid Vacation
- Eligible only after working a set number of hours/days worked.

We are committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.