Job Description
Call Centre Supervisor
Position: Call Centre Supervisor
Reports to: Director, Call Centre
Department: Call Centre
Summary
Bringing and encouraging call center employees (retail) to meet call center objectives and provide excellent customer service
Key Results and Activities
- Supervise retail sales team members on a daily basis as required
- Communicate statistical data to team members and encourage / motivate them to achieve objectives
- Define strategies to help employees increase sales and improve their quality of customer service
- Identify and implement a training plan, working with Training Manager, to address performance issues and quality sales service
- Identify problems and resolve them as soon as possible
- Keep abreast of the latest products, services, promotions, procedures, and technologies
- Respond to internal request forms
- Assist the Web Department with enquiries when required
- Discipline members of the team (in collaboration with human resources and the
Director)
- Coach and monitor agent KPI’s
- Conduct staff performance and call quality appraisal
- Create a positive working environment to ensure a good level of motivation, ensure good customer service and avoid frequent rotation of staff
- Collect feedback, solve problems between employees and then identify and implement improvement measures
- Respond to escalated calls
- Achieve the results and objectives of the call center
- Maintain an ongoing and positive relationship with other departments
- Perform administrative duties as required
- Other functions that can be assigned by management
Specialized Knowledge, Skills, Attributes Required
- Relationship and leadership skills
- Sales and coaching skills
- Good skills in effective time management, organizing and managing several tasks at once
- Facilitating problem-solving and decision-making
- Good work ethic and reliability
- Precision, rigor and attention to detail
- Ability to adapt quickly and efficiently to frequent changes
- Ability to work as a team
Academic Qualifications and Experience
- Minimum of a high school diploma - or equivalent
- Diploma of travel / tourism studies or equivalent experience related to the travel industry
- Three to five years of practical experience or experience in performing similar tasks (mandatory)
Effort (Physical/Mental Effort)
- Ability to work well under pressure and meet deadlines
- Ability to adapt quickly and effectively to frequent changes
Working Conditions
- Call center environment
- Remote work environment
- Shifts
Job Types: Full-time, Permanent
Benefits:
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Wellness program
- Work from home
Schedule:
Experience:
- Travel Industry: 3 years (preferred)
- Supervisor: 3 years (preferred)
- groups and retail travel: 3 years (preferred)
- assisting agents with training, call quality: 3 years (preferred)
Work Location: Remote
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