call centre supervisor
Posted on
June 18, 2024
by
Employer details
Indigo Park Canada Inc
Job details
Indigo Canada, a leading provider of parking services, is opening its call center operations in Moncton. We are seeking a dynamic and motivated leader to fill the role of Call Center Supervisor and drive our customer service initiatives. If you're ready to take your career to the next level, apply now and become part of our dedicated team serving several locations across Canada.
*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
Job Type: Full-time
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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LocationMoncton, NB
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SalaryNot available
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Terms of employment
Full time
- Start date
Starts as soon as possible
- vacancies
1 vacancy
- Source
indeed.com
#9328310423
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