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Call Center Supervisor

2 weeks ago

Etobicoke, Canada ACS Full time

**Overview**

**Responsibilities**
- Supervise, mentor, and support a team of call center agents to meet or exceed performance targets (e.g., call quality, response time, customer satisfaction).
- Monitor call handling activities using call monitoring systems, conduct regular quality assurance checks and provide bi-weekly feedback to the agents.
- Handle escalated calls and resolve complex customer issues promptly and professionally.
- Schedule and manage agent shift to ensure adequate coverage, including during peak hours and special campaigns.
- Track and report team performance metrics, including average handling time, call abandonment rate, first-call resolution on a daily, weekly and monthly basis.
- Provide ongoing training and development to team members to enhance customer service and product knowledge.
- Identify process improvements and work with management to implement service enhancements.
- Maintain a positive team environment that encourages employee engagement, accountability and continuous learning.
- Ensure compliance with company policies, privacy standards and applicable regulations.
- Participate in hiring, onboarding and performance management processes.
- Ensure that all telephone and online inquiries are answered within the same business day.
- Develop and maintain any call centre training material, scripts and supporting documents.
- Perform administrative tasks to support the Programs.
- Knowledgeable on Program requirements for each of the provinces, device functioning and troubleshooting.
- Research and resolve complaints to ensure customer retention and satisfaction.

**Experience**
- Post-secondary education in Business Administration, Communications or a related field is preferred.
- 2-4 years of experience in a customer service or call center environment, with at least 1 year in a supervisory or team lead role.
- Strong leadership, coaching and team-building skills.
- Excellent verbal and written communication skills.
- Proven problem-solving and conflict resolution abilities.
- Proficiency with call centre systems and Microsoft Office Suite.
- Ability to work in a fast-paced, metrics-driven environment with a focus on quality and customer satisfaction.
- Bilingual (English/French or other languages) is an asset.
- Must be capable of obtaining and maintaining a clean Criminal Records Search;
- Must be capable of maintaining a clean Driver Records Search

**Job Types**: Full-time, Permanent

Expected hours: 40 per week

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Work Location: In person