Maritime Electric Company, Limited is seeking candidates for the position of Supervisor, Customer Service (12 Month Term).
If you enjoy market research, analytics and working with our team to deliver enhanced customer service, we want to meet you.
Our team operates in an omni-channel environment and serves customers all across PEI.
The successful candidate would be responsible for training and coaching for CSRs, ensuring compliance with all Company Policies and Procedures, regulatory requirement, privacy laws, and budgeting.
This position is also responsible for reporting KPIs and other data, and interpreting data to ensure optimal contact centre performance.
The responsibilities for this position include but are not limited to :
- Lead the reporting function and business processes for the Contact Centre.
- Assist customer leadership and planning through various customer engagement channels, including phone, email, web chat, and online forms.
- Develop and review department scorecards, metrics, KPI’s and analytics.
- Resolve issues of an urgent or elevated nature.
- Coordinate with various internal departments to assist customers.
- Observe, coach and develop CSRs.
- Perform other related work as required.
The qualifications for this position are :
- Bachelor’s degree or diploma in Business, Communications, Social Sciences or equivalent.
- Educational background and or work experience in areas related to communications and customer service.
- Positive attitude and strong interpersonal and communication skills (written and verbal).
- Strong organizational and analytical skills.
- Excitement to work in a fast-paced environment to help customers.
- Knowledge of Microsoft Excel for scheduling, creating reports and analyzing data.
- A keenness for lifelong learning.
- Flexibility for after-hours work if required in the event of a power outage or emergency.
- Technical experience and bilingualism are considered assets.
The salary range for this temporary position is between $75,000 - $90,000 per annum. Qualified individuals may submit confidentially a complete resume to Human Resources by email to by Wednesday, November 27, 2024.
Since 1918, Maritime Electric has delivered safe, reliable electricity to customers throughout Prince Edward Island. Maritime Electric values diversity and is an equal opportunity employer.
Only those candidates selected for an interview will be contacted.
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