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Call Centre Supervisor

3 weeks ago

Vaughan, Canada Pizzaville Inc. Full time

**Job description**

Call Center Supervisors are responsible for delivering high standards of service to customers by making the most cost-effective and efficient use of the call-center and technology resources (Pizzaville Online Ordering System). The Supervisors use a variety of methods to improve call-center performance such as providing excellent training, ensuring call-monitoring is completed, tracking punctuality and attendance, and preparing performance reviews so the agent is aware of their strengths and weaknesses. The supervisor must be a combination of an expert customer service provider, coach, trainer and motivator. A supervisor must also be organized, reliable and results-driven. In addition they need to be an excellent problem-solver and have excellent customer service and communication skills.

**Specific Duties and Responsibilities**
- Communicate company goals to employees so every employee understands their role in the company
- Documenting employee behaviour and performance, which assists in preparing performance appraisals of team members
- Supervising the staff and assisting staff with customer orders and customer complaints
- Perform call monitoring to ensure the business quality is maintained
- Monitor and promoting company upsells with new specials and products
- Keeping accurate documentation of franchisees for non-compliance with regards to Customer Service Policies

**Work Schedule**
- Part-Time Supervisors work approximately 20-30 hours a week. (Schedules are made 3 weeks in advance)
- Must be available to work rotating night shifts along with weekends and holidays
- Hours of Operation:

- Sunday: 11am-10pm
- Monday to Thursday: 10am-11pm
- Friday & Saturday: 10am-2am

**Knowledge and Skills**
- Excellent communication, management, interpersonal, and leadership skills are required
- Advanced conflict resolutions skills are required
- 2-3 years’ experience in a call-center environment
- 2-3 years’ experience in Customer Service
- Proficient in Microsoft office and Excel
- Minimum of a High School Diploma (Post-Secondary Degree is Preferred)

**Job Types**: Part-time, Permanent
Part-time hours: 25-30 per week

**Salary**: From $17.00 per hour

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Night shift
- Weekend availability

Ability to commute/relocate:

- Vaughan, ON: reliably commute or plan to relocate before starting work (required)