Canadian On Site Call Center Supervisor

**ON-SITE KEYING AND CAGING SUPERVISOR**

**Job Type: Full Time - On Site**

**Work Location: 550 Berry St. Winnipeg, Manitoba**

**Hours: 7:00-5:00 PM CST Monday-Friday**

**Salary: $21.50 an hour**

**Benefits: Available after 60 Days for FT employees**

About AnswerNet

Summary of Position:
The Supervisor of Customer Experience is responsible for the day-to-day supervision of a high-performance team that consistently delivers on client service level agreements and AnswerNet’s expectations and oversees the day-to-day operations of the multi-channel contact center, assuring metrics are met and that customers enjoy positive, professional, and complete interaction with all team members. Supports strategic improvements consistent with corporate goals and initiatives, focusing on improving customer retention through a high-quality customer experience. Measures and provides appropriate performance and behavioral feedback to assigned team members. Assists in the design or implementation of continual improvement projects.

Job Duties / Responsibilities / Essential Functions:

- Directly accountable for Individual team member performance, affecting overall Contact Center Performance, Department goals, and project objectives. Achieves this through the oversight of work allocation and productivity of individual team members as well as overseeing quality performance of individual team members.
- Develop Contact Center staff through effective hiring, coaching, evaluative performance feedback, and guidance.
- Provide support to the Customer Experience team to develop, coordinate, and implement process and quality improvements in the Contact Center environment.
- Assists in developing new initiatives and makes recommendations for change, based on proactive and reactive business needs, focusing on improving the communication, timing, and impact to the customer and the employees in the contact center environment. Supports members of the CE team to implement change.
- Addresses assigned customer issues in a timely and efficiently
- Develop sound communication and working relationships with other cross-functional processes, acting as a liaison to advise managers of needs for improved cross-functional processes.
- Develop sound communication and working relationships with other cross-functional processes, acting as a liaison to advise managers of needs for improved cross-functional processes.
- Establishes improved avenues of customer interaction and communication utilizing existing or assisting in developing new technology, programs, processes, and reporting.
- Establishes improved avenues of customer interaction and communication utilizing existing or assisting in developing new technology, programs, processes, and reporting.
- Accurately administers payroll functions.
- Proactively manages manual or automated Workforce Management and Queue assignments, assuring staffing meets the demands of call volume Performs other related duties as required or requested.
- Familiar with running exports

Required Knowledge /Skills / Abilities:

- Education equivalent to an Associate’s Degree in Business Administration or Management, or the equivalent in related work experience, demonstrating knowledge in problem resolution call center management.
- Three or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements.
- Experience in supervising or managing a problem resolution call center environment, preferred and coupled with demonstrated experience in process improvement, project management, and quality assurance.
- Demonstrates good knowledge of Microsoft Office.
- Mailroom Management experience
- Keying and Caging Knowledge and experience

**Education**: Preferred
- Associates or better in Business Administration or related field

**Behaviors**: Preferred
- Team Player: Works well as a member of a group
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

**Motivations**: Preferred
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization