Call Center Supervisor

Arrow Workforce Solutions; Toronto; On-site; CAD 30,000 - 32,000; Full time

Job summary

Arrow Workforce Solutions in Toronto, ON is seeking a Call Centre Supervisor to lead our customer service team, overseeing daily operations, ensuring service quality, and driving performance.

This role emphasizes coaching, project coordination, and process improvements, with multilingual capabilities desirable. It is based near Scarborough with a Monday-to-Friday, 9am-5pm shift.

Qualifications

• Proven supervisory experience in a call center or customer service environment.
• Strong project management and ability to coordinate multiple initiatives.
• Fluency in English; Spanish proficiency is a plus.
• Excellent communication and conflict-resolution skills.
• Experience leading diverse teams and coaching staff.

Responsibilities

• Lead, motivate, and supervise a diverse team of customer service representatives.
• Coordinate daily call center activities and ensure adherence to quality standards.
• Monitor performance metrics and provide coaching to improve productivity.
• Handle escalations and negotiate solutions in line with policies.
• Develop training programs to enhance team skills.
• Oversee projects aimed at process improvements.
• Foster teamwork and professional growth.
• Maintain clear communication between team and management.

Skills

Leadership

Call center supervision

Performance analysis

Coaching

Multilingual (English)

Spanish proficiency

Job description

Location: Birchmount and Eglinton, Scarborough, ON

Shift: Monday to Friday, 9AM to 5PM

Pay: $22/hr for Unilingual and $23/hr for Bilingual with French

Job Overview

We are seeking an energetic and detail-oriented Call Centre Supervisor to lead our customer service team to new heights! In this pivotal role, you will oversee daily operations within the call center, ensuring exceptional service delivery and efficient team performance. Your leadership will inspire a motivated team, foster a positive work environment, and drive continuous improvement. This position offers an exciting opportunity to manage complex projects, develop strategic initiatives, and enhance customer satisfaction through effective supervision and communication. If you thrive in fast-paced settings and possess a passion for coaching teams to excel, this role is perfect for you!

Responsibilities

• Lead, motivate, and supervise a diverse team of customer service representatives to achieve performance targets
• Coordinate daily call center activities, ensuring smooth operations and adherence to quality standards
• Monitor team performance through analysis of key metrics, providing coaching and feedback to optimize productivity
• Manage escalations efficiently by negotiating solutions that satisfy both customer needs and company policies
• Develop and implement training programs to enhance team skills in communication, product knowledge, and problem-solving
• Oversee project management initiatives aimed at process improvements and operational efficiency
• Foster a positive environment that encourages teamwork, accountability, and professional growth
• Maintain clear communication channels between team members, management, and other departments

Experience

• Proven supervising experience in a call center or customer service environment with a track record of leadership success
• Strong project management skills with the ability to coordinate multiple initiatives simultaneously
• Multilingual abilities are highly desirable; fluency in English is required with proficiency in Spanish preferred
• Excellent analysis skills to interpret performance data and identify areas for improvement
• Exceptional communication skills with the ability to negotiate effectively and resolve conflicts diplomatically
• Demonstrated customer service expertise with a focus on delivering positive client experiences
• Experience in supervising diverse teams, fostering collaboration, and motivating staff toward shared goals