Customer Experience Team Supervisor

Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo? If you want to make a difference and love being surrounded by the best and the brightest, Bureau Veritas Laboratories might be the place for you Imagine being surrounded by the brightest minds in the industry. **Benefits**: On-the-job training Competitive benefits RRSP with employer contribution Bonuses on different work shifts Employee discounts Free parking Preventive measures for COVID-19; mask provided, increased cleaning of workplaces, several hand disinfection stations. Basic Purpose: - Provide support for situational activities of CET Leads, Project Managers and Project Support OR Change Order Support, Customer Support and Satellite Offices Key Accountability/Responsibilities: - Lead and manage the systemic effectiveness of the Customer Experience Teams (CETs) - Develop and monitor Key Performance Indicators (KPI’s) to measure individual and team effectiveness. - Monitor and evaluate functional performance of project management team, conduct regular coaching sessions, identify opportunities for improvement and develop action plans to ensure continuous growth and effectiveness of service skills and technical expertise - Provide clear direction, coaching and support to CET members to ensure efficient, effective and professional client interactions with internal/external customers - Provide support and guidance to CET Leads to ensure successful implementation of CET model - Complete daily check-in with applicable CET members - Provide support as point of escalation for stalled situational issues and/or issues beyond CET Lead’s control or authority - Review, streamline and develop/update departmental processes and work instructions to ensure a high-level “customer experience”, consistency and maximize team efficiencies, while maintaining a focus on quality, innovation and continuous improvement - Participate in cross-functional meetings, as required, to help ensure customer expectations are met and/or concerns are resolved in a timely manner - Facilitate dialogue with Sales and CET leads to monitor client experience feedback, discuss sales pipeline, potential client on-boarding, systemic client concerns and targeted priorities. - Coordinate and facilitate weekly team meetings and CET lead meetings - Consult with CET lead to ensure adequate team coverage and opportunities for competency development and cross training - Monitor and ensure the CET’s Compliant Pro readings and training requirements are up to date. - Monitor staffing needs, initiate hiring requests (as required), participate in interviewing process and provide hiring recommendations - Develop and implement training programs to support CET competency development, team bench strength and succession planning - Approve timesheets and coordinate/approve team vacation requests - Complete formal CET performance reviews: quarterly and annually - Develop and monitor KPI’s to measure individual and team effectiveness - Monitor, manage and report out on monthly performance to P&L budgetary targets and deviations - Prepare weekly and monthly Management reports, as required - Participate in annual departmental budgeting process and provide recommendations - Ensure adherence to Bureau Veritas’s quality systems QA/QC, SOP's and external accreditation requirements. - Ensure Bureau Veritas's safety policies are communicated and adhered to by all staff - Responsible for ensuring "Good Housekeeping" standards are met or exceeded - All other responsibilities as assigned Skills and Knowledge: - University degree or college diploma in Sciences, preferably chemistry or environmental related and/or equivalent experience - 5-7 years’ experience in the environmental industry - At least 3 years of Team Leader or Supervisory experience - Strong, demonstrated leadership skills and experience - Ability to coach, mentor and motivate CET members - Ability to communicate effectively and work collaboratively with lab operations, Business Development Managers and the CET members - Excellent verbal and written communication skills (French is an asset) - Excellent interpersonal communication and computer skills - Organized, detail-oriented and focused - Superior multi-tasking skills and ability to work under pressure - Ability to work independently - Represents the Bureau Veritas values and is at all times professional - Act as role model to junior CET staff - Should be responsible, dedicated, and motivated Working Conditions: - Hybrid model with office and home work required - Mainly in an office environment. - Frequent interaction in a laboratory environment. - May require flexible workings hours, overtime and shift work. - Liaison activities and internal/external negotiations. - Changing priorities and balancing workload to meet new constraints. - Minima