Customer Support Supervisor

1 week ago

St Jacobs, Canada Home Hardware Stores Limited Full time

Home Hardware has an exciting opportunity available for a
**Customer Support Supervisor** to join our eCommerce team. Reporting to the Customer Experience Assistant Manager, you will be responsible for providing first level direction to the Customer Experience team (Customer Support Level 1 & 2, as well as eCommerce Dealer Support as needed) to ensure Consumer and Dealer’s requests and problems are resolved in a timely and professional manner.

If you are a positive leader that is task and detail orientated with excellent interpersonal skills, we would love to hear from you

**What You’ll Do**:

- Provide direction to Staff on daily tasks, scheduling and ensuring processes are followed so that the service levels are maintained.
- Act as a first point of escalation for staff by providing directional assistance on issues covering all aspects of the Dealer questions and Customer Service, for both Online and Store experience.
- Coach staff individually on a weekly basis to provide performance feedback and develop action plans to meet all performance targets.
- Drive a culture of continuous improvement, proactive problem management and focus on customer experience.
- Develop and monitor effective quality review processes (i.e. customer calls and administrative tasks) to ensure that the team meets established quality objectives.
- Provides ongoing daily support to the team to assist with Customer and Dealer questions and update knowledge base with new processes and communication updates.
- Develop and implement plans to manage fluctuations in volume of work to ensure effective and efficient use of resources.
- Based on trends, provide recommendations, solutions, best practices, and advice to the Director, on processes, guidelines, enhancements, and call center operational activities.
- Establish and maintain strong working relationships across the organization to effectively develop and make recommendations to address customer related initiatives.
- Communicate gaps and recommendations relating to training, documentation, workflow, and process to stakeholders. Identify trends across the team and individuals.
- Provide reports which include service measures, turnaround-times, productivity, and variances in performance.
- Ensure that call centre staff are professional on the phone and follow company protocols.
- Assist in training new staff and onboarding process.

**What we’re looking for**:

- Secondary school diploma or equivalent with post-secondary courses in Business or Communications is preferred.
- Three to five years’ experience in Customer Support and one to three years of supervising a team of direct reports.
- Previous leadership experience with customer service experience within retail, sales, or call center environments. Ability to assume responsibility and provide fair leadership to staff under supervision.
- Solid understanding of call centre operations, online order processing, and retail customer service.
- Excellent organizational and multi-tasking skills and adaptable to changing priorities and challenging situations. Ability to work under pressure and meet deadlines.
- Excellent communication, interpersonal, organizational, and problem-solving skills.
- Knowledge of MS Office, Excel, and knowledge of MS Dynamics or other popular CRM systems is an asset.
- Fluently bilingual in French and English (Written and Oral) is an asset.

We thank all applicants for their interest, however only those applicants selected for an interview will be contacted.

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