Call Center Supervisor

Gabriel Pizza Franchise Corporation; Ottawa; Remote; CAD 55,000 - 75,000; Full time

Job summary

Gabriel Pizza Franchise Corporation is seeking a Call Center Supervisor to oversee a team in a remote position based in Ottawa. This mid-senior level role involves enhancing customer service performance, managing staff, and resolving customer issues promptly. Bilingual proficiency in French and English is essential for this full-time position, focusing on the restaurant industry.

Qualifications

• Bilingual proficiency in French and English is mandatory.
• Mid-Senior level position requiring leadership skills.
• Experience in customer service and team management preferred.

Responsibilities

• Manage and develop team performance, including coaching and support.
• Resolve escalated customer issues and maintain service standards.
• Report to the Call Centre Manager and manage operational tasks.

Skills

Performance Management

Customer Service

Coaching

Bilingual Proficiency

Job description

Join to apply for the Call Center Supervisor role at Gabriel Pizza Franchise Corporation

Job Description

We are looking for a Call Centre Supervisor to join our team. You will be responsible for maximizing customer service performance through performance management of the team, including but not limited to meeting objectives, ensuring attendance, punctuality, and compliance with company policies, and disciplinary actions. The role reports to the Call Centre Manager and is a remote position. Our headquarters are in Ottawa, Ontario.

What you will do:

• Manage the success, development, and performance of the team, including coaching, providing constructive support, and disciplinary actions as required.
• Support and provide direction for team management, ensuring all agents understand processes and procedures and are supported accordingly.
• Support a service-oriented environment on a daily basis.
• Resolve escalated customer issues promptly.
• Assist RA/Care Agents during busy periods by interacting with customers on Care/RA calls.
• Coach and support new agents after training completion.
• Ensure effective management of all queues.
• Report any performance issues to the Call Centre Manager with recommendations.
• Develop and maintain collaborative relationships with internal and external stakeholders.
• Support store owners as needed through the Supervisor Line.
• Open and close the call center daily and submit reports to the Leadership Team.
• Verify daily CRM entries for accuracy.
• Report attendance, lateness, or early leaves daily to the CC Manager.
• Pull and review calls to resolve store or customer complaints.
• Troubleshoot and escalate technical issues faced by agents.
• Provide agents with up-to-date store information (e.g., no quote times, no delivery, missing items).
• Manage and respond to emails across all mailboxes daily and file correspondences accordingly.
• Bilingual proficiency in French and English is mandatory.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Restaurants

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