Call Center Agent Supervisor

Rove Concepts is looking for a skilled Call Center Agent Supervisor to oversee our Claims Team.

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NOTE- this role is for local residents only as you will be working on-site at our Vancouver office.*

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If you are:

- committed to service excellence; are consistent, caring, and dependable with a passion for helping others; are a consummate professional with a commitment to customer service; and are willing to work hard in a fast-paced environment, while constantly pushing yourself to be the best, then we want to hear from you

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What you'll do: *
- **Identify training needs and train workers in job duties and company policies**:

- Create claims training material for the claims department
- Train new and existing staff
- Hold coaching sessions
- Hold regular 1:1s
- To update/ adapt training material to suit the business needs
- Permanence management
- **Co-ordinate, assign and review the work of customer service agents**
- Ticket reviewing & Phone call reviewing to identify coaching & training opportunities using FreshDesk
- Monitoring the claims received daily and distribute workload to the agents
- Reviewing agents workload to ensure the business is abiding by the SLA response time to all clients
- Ensuring all agents follow policies in place by reviewing daily interactions
- Hold monthly KPIs for the claims department to review and discuss monthly performance
- **Establish work schedules and procedures and co-ordinate activities with other work units or departments**:

- Review/ approve Vacation requests based on the business needs
- Coordinate weekly meetings with other departments to report and discuss business updates
- Hold weekly meetings with the production facilities / supplier to resolve product issues
- Actioning Time blocking for agents daily schedule
- Work alongside the operations team and carriers to ensure the shipments are delivered smoothly
- **Resolve work-related problems and prepare and submit progress and other reports**:

- Collecting claim data & reviewing claim reporting to identify work related issues.
- Record findings to review and resolve business related issues directly with the production facility and suppliers
- Monitoring the progress of resolved issues by reviewing daily reports such as NPS scores using Drupal, regular review of claims reports.
- Escalation management for the claims department, handling and resolving escalations directly with the client
- Collect escalation data to record any patterns / reoccurring issues for coaching / training purposes
- Monitoring TrustPilot reviews received
- Weekly meetings with Production & suppliers to discuss product issues
- recording updates and meeting agendas using Asana
- **May perform regular duties to support his/her team**:

- Action pending claims received
- Contact customers via phone using both Fresk Desk & Ringcentral
- Daily use of G suite to review ticket notes
- Daily use of Drupal - Accessing customers orders, placing orders & stock level reviewing
- Daily use of Snap-engage - live chat platform
- Keeping informed with business updates using forums\

**What you'll need**:

- Minimum 1 year in a supervisory or management role in a call centre environment and/or solid e-commerce
- Very strong leadership skills to mentor staff
- Ability to make quick decisions, multi-task and great problem-solving skills
- Ability to train, coach and provide staff with communications and feedback
- Strong communication skills
- Open-minded and excited to join a smaller company with the ambition for growth
- Adaptability, work ethic and a positive attitude
- **Drupal, FreshDesk, Excel, Asana, Slack, RingCentral, Snapengage and G Suite experience is a must**

**What we're offering**:

- Rocketing growth - yours and ours. At Rove Concepts, there are lots of opportunities for personal and professional growth. That's because we believe in developing, investing, and promoting from within
- Casual and open work environment
- Competitive salary and benefits package with 3 weeks’ vacation to start
- We are a dog-friendly office space
- Regular social events with a great team culture
- Work with a high-performing team of people who are passionate about their contributions

**Benefits**:

- Extended health care
- Vacation & paid time off
- Vision care
- Dental care
- Casual dress
- Company events & social hours

**Please note - this is an on-site position and you must be legally permitted to work in Canada.