Customer Service Supervisor Job

• Updated: October 19, 2009
• Location: Montreal, QC
• Category: Hospitality and Retail - Customer Service

 

          Reporting to the Customer Service Manager, you will assist in the overall operation and management of the call centre activities. The supervisor is responsible for developing, implementing and supporting operational policies and procedures that facilitate the attainment of departmental, client and organizational goals. 

 

      General Duties and Responsibilities:

 

•     Oversee, coach and develop a team of 15+ Customer Service Representatives
•     Assist in developing and streamlining procedures
•     Coach, motivate, reward, counsel and assist team members
•     Assist agents with customer interaction on situations requiring special handling; take escalated customer calls.
•     Ensure open flow of communication between agents, supervisors and all levels of management throughout UpClick.
•     Ensure uniform understanding and adherence to policies, procedures and company programs.
•     Supervise and monitor agent attendance, performance and productivity
•     Conduct employee briefings and meetings.
•     Monitor system performance and initiate actions to correct system problems.
•     Perform other duties as assigned. 

 

     Qualifications:

•     Management experience in the customer service field; preferably in a call centre environment
•     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
•     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
•     Recognize trends and escalate information as appropriate
•     Able to handle difficult or irate customers effectively and able to set expectations and deliver information in a positive way
•     Proven track record of success in meeting and exceeding performance metrics
•     Problem solving to gather and analyze information and uses it to develop effective solutions
•     Tolerate stressful situations well
•     Project a positive and professional image
•     Advanced knowledge of Microsoft Office and general ease with technology
•     Perfectly bilingual (English/French written and spoken)

       Location:

The position of Customer Service Supervisor is located in Montreal.

Please send your application to hr@upclick.com

Please mention which job you're applying for as well as where you located our advertisement. 

 

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• Tags: supervisor