Responsabilities
- 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.
Qualifications
- 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.
Compensation
- 55k 70k Base Salary (based on experience)
- Comprehensive Healthcare insurance (e.g. Medical, Dental and Eye Care)
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