Supervisor, Customer Service Centre
- Burnaby, BC
- Permanent
- Full-time
- 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."=
- High School Diploma/GED or equivalent experience Required
- Bachelor's Degree Preferred
- 3+ years customer service experience Required
- 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.
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!