Call Centre Supervisor

1 week ago

Moncton, Canada Indigo Park Canada Inc Full time

**Responsibilities**:

- Supervise a team of Customer Service Representatives to ensure they meet performance targets and KPIs.
- Monitor KPIs and adhere to SLAs (service level agreements) to maintain high standards of service delivery.
- Lead, develop, and motivate the employees under your supervision.
- Actively participate in recruitment.
- Train and support new employees.
- Manage work schedules according to operational needs.
- Provide coaching, mentoring, and ongoing support to team members to enhance their skills and performance.
- Conduct regular team meetings to communicate updates, discuss challenges, and foster a positive team environment.
- Develop and update operational procedures for the call center.
- Analyze cost-effective operating methods according to established services.
- Use creativity in strategies to optimize the efficiency of the call center.
- Conduct call audits for agents.
- Suggest operational methods and ways to increase the profitability of the call center.
- Collaborate with other departments to ensure seamless operations and resolution of customer issues.
- Handle escalated customer inquiries and complaints effectively and professionally.
- Develop and implement strategies to improve call center operations and customer satisfaction.

**Qualifications**:

- Hold a Bachelor's degree in Business Administration or equivalent (an asset)
- Have two (2) years of experience as a manager in a call center or relevant experience.
- Proven experience in a call center environment
- Be bilingual in both spoken and written communication (French and English)
- Be recognized for professionalism, dynamism, communication skills, and excellent customer service.
- Show the ability to work in a team and propose innovative solutions.
- Be bilingual in both spoken and written communication (French and English)
- Have good knowledge of the MS Office Suite, particularly Word and Excel.
- Excellent problem-solving and decision-making abilities.
- Strong computer skills (MS Office Suite, internet, troubleshooting).
- Proficiency in call center software and CRM systems.

IPC2

**Benefits**:

- Dental care
- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- manager: 2 years (preferred)
- Customer service: 3 years (preferred)

**Language**:

- French (required)

Work Location: In person

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