Customer Service Experience

JOIN OUR TEAM
Metro Supply Chain (MTH) is a division of Metro Supply Chain, a strategic supply chain solutions partner to some of the world’s fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data-driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs. Managing 19 million square feet operating out of more than 175 sites across North America and Europe with a team of 9,000, it is one of Canada’s largest privately owned supply chain solutions companies. Metro Supply Chain is a 2024 winner of the Canada’s Best Managed Companies program, recognized for its strategic expertise, culture of innovation and commitment to its people and local communities.
SUMMARY
The Customer Experience Supervisor will be reporting to the Contact Centre Manager. They will be responsible for handling escalations and cases that involve follow ups and ensuring that all tasks related to the Contact Center are completed in a timely manner.
RESPONSIBILITIES
- Schedule the labour requirements for the Contact Centre department team to ensure goals are met within the department.
- Responsible for assigning and delegating works assignments within the Contact Centre team.
- Verify that all assigned work is being completed in a timely manner.
- Assist related Contact Center Agents in handling escalations and daily tasks.
- Able to work using several different interfaces and programs.
- Able to understand, analyze, and diagnose the nature of the problem regarding priority escalations and assignments.
- Thoroughness in clerical manual tasks and providing updates to the team.
- Demonstrates problem solving skills by being able to develop and implement innovative and practical solutions.
- Responsible for ensuring that the data in all systems are accurate and up to date.
- Responsible for training and providing supervision to team members across all assigned areas.
- Handle all disciplinary situations appropriately and in a timely manner with appropriate supporting documentation.
- On a daily basis approve all labour hours using ITR in adherence with company policies, maintaining accurate record keeping ensuring proper payment of employees for the shift
- Provide daily feedback to employees through coaching and administer performance appraisals.
- Complete shift briefings to ensure the effective communication of relevant information to all employees.
- Provides support in resolving employee concerns in a professional and timely manner.
- Maintain close interaction with customers and clients to develop strong relationships while assessing service requirement.
- Develop and implement required Standard Operating Procedures (SOP)’s as per customer direction or company best practices.
- Other related tasks

EDUCATION
- College diploma or equivalent experience.

EXPERIENCE
- Experience in the customer service industry.
- 1-2-year strong experience in team supervision specifically Call Center environment.

COMPENTENCIES
- Customer Centricity
- Fostering Culture
- Collaboration
- Problem Solving & Decision Making
- Managing Through Change
- Developing Self & Others
- Planning & Results Orientation
- Communication
- Always Improving Mindset
- Business & Financial Savvy

Why Join Us
- Work in an environment where safety is our first priority
- The opportunity to build a career with a growing company
- Medical, dental, and vision coverage for you and your family
- Life and disability insurance
- Wellness programs to support your family’s well-being
- A Retirement Savings Program with a company match
- Company team wear allowance
- Employee Appreciation Day
- Company sponsored social events
- Community volunteering

Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.