Call Center Supervisor

Brandt Group of Companies; City of Moncton; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Job summary

Brandt Group of Companies seeks a Call Center Supervisor to lead a 24/7 team, drive sales, and support operational goals. You will coach staff, manage performance, and foster a customer-first culture to sustain strong service levels across locations.

The role emphasizes leadership development, process improvements, and collaboration with internal partners to meet forecasted demand and service targets.

Qualifications

• 2-5 years’ leadership experience.
• Exceptional organizational and time management skills.
• Strong written and oral communication abilities.
• Willingness to work shift work for 24/7 operation.

Responsibilities

• Lead 24/7 contact center aligned with organizational goals.
• Provide day-to-day leadership to a parts team in a high-paced environment.
• Deliver coaching to improve performance and sales while enhancing customer experience.
• Facilitate team meetings to communicate updates and promote best practices.
• Coordinate and prioritize training and development initiatives.
• Conduct career development conversations to support retention.
• Foster an employee-centric culture with open communication and accountability.
• Monitor performance gaps and ensure delivery of KPIs and reviews.
• Provide floor support and guidance to resolve complex inquiries.

Skills

Leadership

Coaching

Analytical thinking

Communication

Time management

Problem solving

Education

Post-secondary education

Job description

The Call Center Supervisor is responsible for leading a 24/7 team to deliver exceptional customer service, drive sales performance, and support operational goals. The role focuses on team development, performance management, and continuous improvement to ensure alignment with the contact center’s mission and vision.

Who We Are

Brandt is a customer driven company, privately owned and family run, strengthened by diversification and succeeding through specialization. We operate over 170 locations across Canada, the USA, Australia, and New Zealand.

For nine decades, the people of Brandt have stood shoulder-to-shoulder with the hardworking people that we serve. And really, there’s no place we’d rather be because just like them, it’s when we’re working hard and getting things done that we’re at our best.

Our success is driven by a passionate belief in the unlimited potential of our company and the ultimate success of our customers and we act on that belief every single day.

That’s Powerful Value, Delivered.

What You Will Be Responsible For

• Lead the implementation and delivery of the contact center’s mission and vision to align team efforts with organizational goals.
• Provide day-to-day leadership to a team of parts professionals in a high-paced 24/7 contact center to ensure consistent service delivery.
• Deliver coaching to improve team performance, drive sales, enhance productivity, and elevate the customer experience.
• Facilitate team meetings to communicate updates, recognize achievements, and promote best practices that support team cohesion and effectiveness.
• Coordinate and prioritize training and development initiatives to build team knowledge and capabilities.
• Facilitate career development conversations to support employee growth and long-term retention.
• Champion an employee-centric culture that fosters open communication, engagement, and team accountability.
• Measure, monitor, and diagnose performance gaps to ensure delivery on service and productivity goals.
• Deliver and manage key performance indicators (KPIs) and performance reviews to maintain alignment with service level expectations.
• Act as a subject matter expert to provide floor support and second-level guidance to resolve complex inquiries and improve response time.
• Resolve escalated customer and branch concerns to protect relationships and maintain satisfaction.
• Collaborate with internal partners to align hiring plans and workforce scheduling with forecasted demand and service targets.
• Manage operational risk by ensuring adherence to internal procedures, policies, and compliance requirements.
• Continuously assess and refine workflows and team processes to drive operational efficiency and improve the overall customer experience.

What We Look For

• 2-5 years’ previous leadership experience.
• Demonstrated leadership skills with the ability to manage directly and indirectly reporting staff.
• Exceptional organizational and time management skills.
• Strong attention to detail.
• Strong work ethics, combined with a dedication to excellence.
• Strong communication skills, both written and oral.
• Proven experience leading a team to achieve required goals
• Analytical thinker with strong problem-solving skills.
• Ability to diagnose skill and knowledge gaps and improve performance through skill development and coaching.
• Previous experience with heavy equipment or truck and trailer or agricultural equipment would be considered an asset.
• Relevant post-secondary education considered an asset.
• Must be able to work shift work to support 24/7 operation.

What We Offer

• Competitive compensation: we offer competitive wages that recognize your skills, experience, and contributions.
• Continuous Learning: through on-the-job training and educational opportunities.
• Opportunities for advancement within a growing company that values initiative and teamwork.
• Comprehensive benefits coverage: including health, dental, insurances, and more to support your and your family’s wellbeing.
• Retirement savings programs: Company matching pension and RRSP programs to help you invest in your future.

When you work for Brandt, we work for you. It’s as simple as that.