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call center representative

Job Description

Reporting to the Manager, Call Centre, the Supervisor, Call Centre is responsible for agent floor/scheduling management remotely; and in conjunction with other departmental coordinators, for overseeing effective workflow distribution, agent responsiveness and quality assurance to deliver refined customer service. This is a hands-on role that requires exceptional interpersonal skills with the ability to lead by example and motivate fellow team members.

TASKS & TARGETS:

The Supervisor will provide monthly performance feedback to each team member on key Scorecard objectives.

The Supervisor will partner with the training team to coordinate a successful transition for new team members during OJT (on-the-job training) and throughout the 3 month learning curve (call listening, up-training, etc).

The Supervisor participates in the hiring and onboarding of new team members.

The Supervisor will ensure the timely communication and adoption of process and procedural changes.

The Supervisor will directly handle level 2 customer escalations whenever support is requested by a Lead Agent.

• Demonstrate influential people-oriented leadership and support

• Drive positive agent engagement in a remote virtual work environment

• Directly supervise a team of remote Call Centre agents, ensuring availability, compliance to service level expectations, productivity, and customer service and quality requirements (KPI’s)

• Empower agents to deliver first call resolution as a priority objective

• Provide and document performance feedback through regular one-on-one discussions, coaching sessions, performance reviews, goal setting, and deficiency management

• Prepare and deliver monthly performance scorecards to agents

• Recognize and reward distinguished agent performance contributions

• Conduct agent call handling quality checks, routine monitoring, and deliver feedback to drive customer satisfaction (CSAT) improvement

• Review Call Centre performance statistics throughout the day and, as needed, make tactical decisions to affect immediate changes based on dynamically changing operating environments

• Support call queues when necessary and direct Call Centre Leads to take calls as dictated by performance statistics throughout the day

• Handle escalated customer issues as needed

• Remain fully current on all operational process and procedures including policy and tariff regulations

• Act as a key contact in deployment of emergency response

• According to a set plan, regularly measure each agent’s compliance to Porter’s standard Call Centre operating procedures

• Monitor agent telephony and adherence to call standards and generate telephony reports as required

• Optimize the use of available technologies and workforce management techniques to improve call handling efficiency and effectiveness

• Ensure all telephony and computer equipment is maintained and accounted for

• Support Call Centre scheduling by reinforcing expectations surrounding agent shift bids, drops, trades, time-off, and payroll updates

• Assist with the recruitment of new staff that may include but not limited to reviewing resumes, conducting phone screens, scheduling, and conducting interviews

• Collaborate with the Training Specialist and participate if required, in agent training delivery

• Determine procedural needs and make recommendations to improve efficiencies and streamline workflow

• In collaboration with the Manager, Call Centre, identify and resolve people management issues as they arise

• Problem solve effectively utilizing a solutions oriented can-do approach

• Champion change management

• Maintain strict adherence to Porter’s Code of Business Conduct

• Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy

• Any other duties as required by the Manager, Call Centre

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

• Proficient in all Google Office products including Gmail
• 1-3 years Call Centre experience
• 1-3 People Leadership experience
• Travel industry experience is an asset
• Proficient in Excel and other MS products
• Positive customer-focused attitude, excellent organizational skills, and attention to detail
• Strong written and verbal communication skills and grammatical accuracy is a must
• Ability to maintain concentration and work effectively within a fast-paced, open-concept environment
• Superior relationship management practices with internal and external customers

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