Customer Service Supervisor

2 weeks ago

Mississauga, Canada SodaStream Full time

The Customer Service Supervisor at SodaStream is vital in managing our consumer interactions and service data analytics for the North American market. This position is based in Mississauga and requires a highly analytical, organized, and communicative individual who will be the primary liaison between the business and third-party call centers. The supervisor will also be responsible for monthly reporting on customer care analytics to various business departments, ensuring our strategies align with consumer needs and organizational goals.

**KEY ACCOUNTABILITIES & RESPONSIBILITIES**:

- ** Data Analysis and Reporting**: Analyze customer care data to identify trends and insights. Prepare and present comprehensive monthly reports to various business departments to aid in decision-making processes.
- ** Call Center Liaison**: Serve as the sole point of contact between the company and third-party call centers. Manage communications and oversee the relationship, ensuring service levels meet our standards and effectively address consumer needs.
- ** Team and Vendor Management**: Manage 3rd party customer service teams, including training and development. Oversee relationships with outsourced vendors to ensure they meet contractual obligations and maintain high service standards.

**Requirements**:

- Bachelor’s degree in business or related field/equivalent experience required.
- Experience in managing customer service personnel and third-party vendors is required. Larger teams of 10+ people preferred.
- Proven experience in data analysis and reporting. Must have hands-on experience with CRM platforms like Zendesk and other cloud-based systems.
- Strong analytical skills with the ability to organize, interpret, and report data in a meaningful way. Excellent communication and interpersonal skills to manage both internal teams and external vendor relationships.

**BENEFITS**:
Enjoy a competitive salary commensurate with the experience and responsibility requirements.

Excellent employee environment with a competitive benefits package including:
Bonus based on performance and eligibility

Potential for Annual Merit increase based on performance and eligibility

Healthcare

Dental + Vision

Voluntary benefits

Paid Time Off

Retirement Benefits + Company Match

Life Insurance

Disability

Learning & Development Benefits

Wellness ProgramsCountry:
Canada

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