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Call Centre Supervisor

Kitchener, ON

Post Date: 06/13/2017 Job ID: 7070 Type: OS - Office Services

Dean Group is currently recruiting for a Call Centre Supervisor for our client in Waterloo. This is for a direct hire position with a very reputable company.

You must have a minimum of two years’ experience in a call centre setting and experience in a Supervisor or Manager Role. This is a high volume call centre which requires the ability to multi-task.

Some of the responsibilities for this role include but are not limited to:

  • Oversee and supervise a team of agents.
  • Assist in developing and streamlining procedures
  • Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
  • Provide quality service to both internal and external customers – on and off-line.
  • Assist agents with customer interaction on situations requiring special handling – take customer calls.
  • Ensure open flow of communication between agents, supervisors and management.
  • Ensure uniform understanding and adherence to policies, procedures and company programs.
  • Supervise and monitor agent attendance, performance and productivity
  • Prepare and ensure accuracy of reports.
  • Ensure agents are continuously kept abreast of operational changes.
  • Conduct employee briefings and meetings.
  • Assure service level standards are met.
  • Monitor system performance and initiate actions to correct system problems.

If you’re looking for a good fit, can work flexible hours, please send your resume to Dawn Wickham at dwickham@deangroup.ca

 

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