Call Center Operations Supervisor
Majorel
- Waterloo, ON
- Permanent
- Full-time
- Oversee and supervise a team of agents.
- Attend required training session for new information and training updates.
- Acquire and transfer to the team the knowledge of all tools and associated workflow processes
- Assist in developing and streamlining procedures
- Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
- Provide quality service to both internal and external customers – on and off-line.
- Assist agents with customer interaction on situations requiring special handling – take customer calls.
- Ensure open flow of communication between agents, supervisors and management.
- Ensure uniform understanding and adherence to policies, procedures and company programs.
- Supervise and monitor agent attendance, performance and productivity
- Prepare and ensure accuracy of reports.
- Ensure agents are continuously kept abreast of operational changes.
- Conduct employee briefings and meetings.
- Assure service level standards are met.
- Monitor system performance and initiate actions to correct system problems.
- Conduct agent observation and provide feedback.
- Assist in the development and tracking of employee incentive programs.
- Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
- Perform other duties as assigned.
- An assertive, well-organized self-starter with demonstrated supervisory experience
- Management experience in customer service (or sales or on-line retail where relevant) desirable
- A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
- A detail-oriented professional with exceptional written and verbal communication skills
- Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly
- Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service
- Demonstrate behaviors that support high quality standards
- Recognize trends and escalate information as appropriate
- Problem solving skills; linear and troubleshooting
- Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied
- Proven track record of success to motive sales/service professionals and exceed performance metrics
- Present information effectively and persuasively across various communication channels
- Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status quo.
- Tolerate stressful situations well
- Project a positive and professional image
- College/Associates Degree or Bachelor’s Degree in related field (preferred)