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Customer Service Supervisor

About The Opportunity 

• Responsible for inbound and outbound call and email management in a bilingual contact center 
• Supports a culture of customer experience and champions customer-centric values in all activities 
• Communicates updates and changes to the Specialist team in a timely manner 
• Maintains process documents in the Contact Centre Document Portal to ensure content accuracy 
• Maintains a solid understanding of the tools and systems required for the Contact Centre to operate seamlessly 
• Monitors systems and tools, including the national 1-800 numbers and email accounts to ensure they are fully operational during the delegated business hours 
• Manages escalated calls and emails; provides exceptional customer service using appropriate questioning techniques and active listening to assess customer needs and determine the appropriate resolution 
• Through call and email quality reviews, ensures team adherence to established policies, guidelines, and procedures 
• Through review of daily, weekly and monthly reporting, ensures optimal scheduling of resources to achieve business goals 
• Supports the Head, Customer Experience in administrative functions and other duties as required/assigned 

About You 

• Minimum 2 years' experience in a call center 
• Minimum 2 years’ experience supervising staff 
• Oral and written fluency in English and French 

Pay Rate 

$60,000 - $65,000/year 

How to Apply    

Click the “Apply Now” button and follow the instructions to submit your resume. Please note that we only accept documents in MS Word or Rich Text formats. When referencing this job, quote #331043.   

You must currently reside within the Greater Toronto Area and be permitted to work in Canada to be considered for this opportunity. A recruiter will be in touch with you if your profile meets our client’s requirements for this role.