Contact Centre Supervisor

2 weeks ago

Newmarket, Canada Outright Consulting Full time

The Contact Centre Supervisor is responsible for managing the daily operations of the Contact Centre and providing support, training, and coaching for the Contact Centre Representative team to maintain a high level of client satisfaction consistent with organizational objectives.


Responsibilities:

  • Train, mentor and provide coaching to Customer Service Representatives on existing and new processes.
  • Coach Contact Centre Representatives and provide evaluation score cards related to call quality, email responses and other digital channels that could be onboarded in the future.
  • Provide direction and guidance to Contact Centre Representatives on day-to-day procedures and processes for the Contact Centre.
  • Create and manage schedules for Contact Centre Representatives to ensure the Contact Centre is staffed appropriately and client requirements are met.
  • Track and approve time and attendance including the approval of overtime, vacation, sick and lieu time to ensure adequate staffing levels for the department.
  • Participate in regular discussions with clients regarding service offering, programs, processes, and customer service improvements.
  • Exhibit strong knowledge of standard operating procedures to support questions from staff and provide guidance and feedback.
  • Devise ways to optimize procedures and keep staff motivated.
  • Ensure employees are compliant with regulatory compliance requirements and adhere to processes and policies.
  • Communicate issues to management requiring immediate attention, ready with proposed solutions and investigative insight.
  • Manage customer escalations professionally and take necessary action to resolve customer issues.
  • Participate in the recruitment process to ensure the Contact Centre is adequately staffed.
  • Provide orientation, training plan and onboarding of new hires.
  • Conduct mid-year and annual performance reviews and provide timely feedback against key performance indicators in regularly scheduled 1:1 meetings with staff.
  • Create new process documentation and update existing documentation to reflect
  • updated operational requirements.
  • Measure and report on department performance, using key performance indicators (KPIs).
  • Monitor and assess customer feedback, paying attention to common themes, issues or patterns where enhancement recommendations can be made.
  • Provide formal and informal recognition to enhance employee morale.


Experience:

  • 3-5 years of experience managing a Call/Contact Centre
  • Previous experience in the utility industry is an asset
  • Experienced supervising Contact Centre Representatives (CCR)
  • Advanced knowledge of Call Centre practices, metrics, and technology
  • Advanced customer service, verbal, and written communication skills
  • Intermediate knowledge of PIPEDA
  • Intermediate knowledge of OEB regulations and Government Support Programs
  • Intermediate knowledge of the Ontario Electrical Safety Code
  • Strong leadership skills
  • Strong critical thinking skills with the ability to objectively assess situations and take appropriate action
  • Reasoning with the ability to make logical decisions
  • Advanced organization skills and time management skills
  • Advanced problem-solving skills with the ability to work well under pressure
  • MS Office skills (Excel is an asset)

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