Customer Care Supervisor

3 days ago

Brampton, Canada TFI Canada Full time

Customer Care Supervisor We are looking for an experienced Contact Center Supervisor to provide excellent customer service and to promote the idea of the "perfect serving" throughout the organization. The goal is to keep our Customer Care department running in an efficient and profitable manner by increasing first call resolution, customer satisfaction, loyalty and retention in order to meet our customer's expectations. Core Competencies - Customer Service Orientation - Excellent Communication - Analytical Thinking - Problem Solving **Responsibilities**: - Responsible for supervising the successful day to day running of the Customer Care Department - Help improve our customer's service experience, targeting first call resolution. - Take ownership of customers issues and follow problems through to resolution. - Help develop or improve service procedures, policies and standards. - Keep accurate records and document customer service actions and discussions. - Help mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment. - Help control resources and utilize assets to achieve qualitative and quantitative targets. **Qualifications**: - University Degree or College Diploma in Business Administration or a related field. - Minimum 1 year experience working as a Team Lead or Supervisor - Working knowledge of customer service software, databases and tools; experience with workforce planning is an asset - Proven success in handling escalations - Ability to think strategically and to lead - Strong client-facing and communication skill - Knowledge of and demonstrated ability in corporate core competencies including teamwork, initiative, accountability, and flexibility/adaptability. - Superior verbal, written and interpersonal communication skills. - Strong organizational, analytical, and research skills while demonstrating good judgement and attention to detail. - Demonstrated problem solving and sense of urgency. - Strong time management, multi-tasking, and prioritization skills. - High level of proficiency with Microsoft Office suite. - Working experience with food equipment an asset. **Benefits**: - Dental care - Vision care Schedule: - Monday to Friday - Weekend availability Ability to commute/relocate: - Brampton, ON L6T 5M4: reliably commute or plan to relocate before starting work (required) Work Location: In person

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