Call centre supervisor Jobs in Laval, QC

Work Location Type :   Hybrid (4 days per week in office)

Office location : 4475 Griffith, Montreal, QC H4T 2A2

As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. We’re dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry over our next 100 years.

Position Summary :

The Customer Service Centre Supervisor will lead a team of up to 15 team members and manages the day-to-day operations of the Customer Service Centre, including but not limited to driving workforce efficiencies, customer service, reporting, and performance management.

The Customer Service Centre Supervisor ensures engagement from the entire team and ensures that the team is able meet various challenges within their roles.

The Supervisor manages processes to ensure compliance with company policies / procedures along with continual process improvement and The Supervisor must also ensure the timeliness, quality and effectiveness of all processes are met. Works within organization and cross functionally on various projects to drive Grainger’s strategies.

Job Responsibilities (You Will) :

Responsible for the direct management and supervises the daily operations of up to 15 front line team members that support internal and external customers.

Plans, directs, monitors, and evaluates workflow. Coordinates work activities, assigns goals to meet operational requirements.

Provides regular 1 : 1 behavioral coaching and situational leadership to drive sustained individual and team performance.

Assists team members to ensure resources are available to complete daily work.

Reviews performance metrics, diagnoses root cause of underperformance and develops informal and formal improvement plans.

Monitors phone calls on a regular basis and scores those calls based on quality standards.

Keeps team informed of process improvements and changes and solicits feedback.

Participates in the selection / hiring process and supports on-boarding / training of new hires.

Celebrates team and individual successes and drives higher employee engagement.

Identifies and recommend operational improvements.

Education / Experience (You Have) :

Due to the nature of this role, bilingualism (English and French) is a requirement

High school diploma or equivalent; Bachelor degree preferred.

Minimum 3 to 5 years of customer service experience.

Supervisory experience preferred.

Passion for the customer experience and team member development with an ability to energize others.

Strong interpersonal and communication skills.

Exhibits flexibility to adapt to shifting demands and competing priorities.

Ability to train and coach team members on processes, procedures, compliance, and product knowledge.

Strong competence in the use of technology and software applications; desired applications include SAP, SOE, Verint, Power BI and other emerging technologies.

Ability to plan, organize and delegate work.

Rewards and Benefits :

Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked) :

• Medical, dental, vision and prescription drug coverage
• Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
• Life insurance coverage, including spousal and dependent life insurance.
• Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
• Educational & Professional Membership Fee Assistance program
• Employee discounts, team member perks and more!

DEI Statement

We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.

We are proud to be an equal opportunity workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Should you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance.

Pre-employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non-driving role to a driving role.

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