Inbound Call Center Supervisor

**Inbound Call Center Supervisor**
**Full-time**
**Remote**

Eldis Group Partnership (EGP) is a proud Maritime-based eCommerce company with offices in the USA and Canada. EGP operates a family of websites, where we provide consumers with the parts and know-how to fix their household products themselves, offering the internet's largest collection of step-by-step installation instructions and videos. We help do-it-yourselfers (DIY) fix their home appliances, outdoor power tools, and lawn equipment and we are committed to helping consumers repair rather than replace their household products.

Here at EGP, we empower do-it-yourselfers to do simple repairs to save time and money. We aim to make the process hassle-free and fun, by providing help every step of the way in the form of repair tips, articles, and videos.

We currently have an exciting opportunity for a **Full Time - Inbound Call Center Supervisor** to join our call centre operations. We hire great people for outstanding jobs and need your help to provide leadership and direction for the day to day operations of the call center. The Supervisor will supervise a team of Customer Sales Representatives along with a Team Lead and will assist in the achievement of key performance targets.

**Responsibilities**:

- Set and communicate individual and team goals and achievement
- Address and respond to customer service representatives' questions, issues, and concerns in a timely manner
- Foster an environment of trust and loyalty
- Observe team performance and culture to identify opportunities for improvement
- Pulling reports for phone metrics like conversion, handle time, working rate, revenue per hour, cancellations, and returns
- Creating and maintaining personal CSR trackers to document all performance and work-related tasks and metrics
- Completing qualities on phone calls (and communicating findings to CSRs)
- Communicating success as well as areas of improvement regularly
- Forward thinking in the way of advancement/growth and how to assist the agent reach those goals
- Reviewing returned or cancelled orders to find the root of issues and work to prevent them from reoccurring in future
- Conduct orientation and onboarding for new agents, providing clear direction and feedback through the probationary period
- Monitor daily/weekly and monthly productivity of customer service representatives
- Conduct weekly coaching calls to review and address strengths and performance gaps
- Conduct semi-annual reviews and provide insight into performance goals and wage increases
- Conducts disciplinary meetings in consultation with HR
- Review timecards, Log outs, and break adherence

**Qualifications and Skills**:

- Tech savvy with knowledge of relevant computer programs and telephone equipment
- Ability to remain calm and respectful under pressure
- Sales Oriented
- Exceptional customer service expertise
- Proficiency with the English language
- Strong verbal and written communication skills
- Organizational skills and attention to detail
- Familiarity with quality assurance and data analysis
- Excellent negotiation and problem-solving skills

**Education and Experience Requirements**:

- High school diploma or equivalent
- At least six months of Customer Service and Sales experience & Leadership experience.
- Experience with coaching, training, and motivating employees is required

**Working Hours**:
**Benefits**:

- **Competitive Salary**:

- Performance Review - annually
- Years of service recognition
- Health, Dental, Life Insurance, etc
- Employee and Family Assistance Program
- Healthcare on-demand Program
- Employee Wellness Program
- Virtual Social Committee

**Equity Hiring**:
EGP is committed to Employment Equity and our goal is to be a diverse workforce that is representative at all job levels. Qualified self-identifying First Nations, Metis, and Inuit, Visible Minority Groups, Persons with Disabilities, and LGBTQ2+ applicants will be strongly considered for this position. If you are a member of one of the equity groups, you are encouraged to self-identify on either your cover letter or resume.

**Home Office Requirements**:

- EGP provides all required equipment - a desktop computer, dual monitors, keyboard, mouse, ethernet cable, and a headset for this position. We also provide a webcam that is required to be used for training and team meetings.
- You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work time. (Conflicting responsibilities may include caring for a family member/pet)
- Your home office must have a DSL, Fiber, or Cable modem that can be hardwired, via an Ethernet cable, into the computer we send you. (Wi-fi connections are not compatible with our devices - Dial-up, Wireless, Mobile Hotspot, or Satellite internet service cannot be used)

**How to apply**: