Summit Employment Solutions
Location
Markham, ON | Canada
Job description
• 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.
• 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.
• 55k –70k Base Salary (based on experience)
• Comprehensive Healthcare insurance (e.g. Medical, Dental and Eye Care)
Job tags
Salary
