• Call Center Supervisor is responsible for training and preparing Customer Service representatives to respond to customer questions and complaints and troubleshoot problems.
• Ensuring Customer Service Representatives understand and comply with all call center objectives, performance standards, and policies.
• Monitoring goals for performance and deadlines that align with plans and vision
• Monitoring performance with KPIs such as call interruptions, calls waiting etc.
• Organizing workflow and ensuring that employees understand their duties or delegated tasks.
• Monitoring employee productivity and providing constructive feedback and coaching.
• Onboard and train new call center employees
• Answer staff questions, provide guidance and feedback to team members, establish resource tools.
• Prepare monthly, quarterly, and annual reports.
• 3 – 5 years experience as a call center supervisor.
• Intermediate or advanced MS Office skills.
• Above average communication skills both oral and written (English)
• French language skills would be an asset.
• Outstanding organizational and multitasking abilities.
• Active listener with excellent communication skills.
• Sound judgement and critical thinking.
• 55k –70k Base Salary (based on experience)
• Comprehensive Healthcare insurance (e.g. Medical, Dental and Eye Care)
...e sheet Reminding everyone to fill in the shift once a week Double-checking hours inputted in Freee software at ... ...R follow-up Employment contracts deadline tracking Paid holiday tracking ( on freee ) Annual medical checkup re...
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Come Build Your Career at Aecon! As a Canadian leader in infrastructure development, Aecon is safely and sustainably building what matters for future generations to thrive! We lead some of the most impactful infrastructure projects of our generation, at the forefront...