Call Center Supervisor Job

• Updated: July 30, 2009
• Location: Montreal, QC
• Category: Hospitality and Retail - Customer Service

This job posting is no longer active

We are looking for a supervisor to monitor the overall call center performance and conduct related administrative tasks. As a supervisor, you will work directly with upper management in order to improve and maintain our customer service goals.

Our compensation is geared towards attracting the best in the profession! We offer a comprehensive benefits program (full medical benefits, dental, vision etc…) as well as annual performance bonuses attributing to your total compensation package.

Summary

Reporting to the Director of Operations, the Customer Service Supervisor will be responsible for leading and developing the day-to-day operations of a multi-departmental call center servicing our customers from around the world. We are looking for a supervisor to monitor the overall call center performance and conduct related administrative tasks.

Duties/Responsibilities

Manage the day-to-day operations of a call centre of 25-35 agents spread into different units: Funding, Retention, Billing, Deployment and Technical Support.

Manage a CRM system and other internal systems to report on operational metrics.

Implement and establish performance metrics and standards for all units under direct supervision, focusing on response time, effectiveness and proper staffing level.

Coach and manage employees towards achievement of quantitative (number of calls handled) and qualitative objectives (speed of service, efficiency) for the center.

Establish, implement and/or revise processes for the center, as required.

Qualifications (skills/experience)

Experience at management level in a call center environment

Strong business management and operation management skills

Ability to lead and motivate staff towards higher performance

Detail-oriented, organized, and capable of handling multiple projects simultaneously

Excellent trouble shooting and problem solving skills

Language Skills: bilingual (English/French)

Additional Assets:

Educational Requirements: Bachelor’s degree in marketing, advertising, business or related field

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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