Call Centre Supervisor Moncton, New Brunswick, Canada

Medisca Pharmaceuticals Inc.; Moncton; On-site; CAD 60,000 - 80,000; Full time

Job description

To support our continued growth, Brandt is looking to hire a Call Center Supervisor to provide support to our 24/7 call center operations team and lead the delivery of exceptional service support to our customers and dealer locations.

Reporting to the Director of Customer Contact, the successful candidate will be responsible for providing leadership to a team of corporate receptionists within the contact center.

This is a great opportunity for someone with previous management experience in a call center environment looking to leverage their skills, experiences, and passion for employees and customers to become part of a stable and growing company.

Brandt is a growing family business based in Regina with over 5,000 employees. We design and manufacture equipment, as well as distribute iconic brands like John Deere & Peterbilt. In all cases, exceptional customer support and deep customer understanding are critical.

DUTIES & RESPONSIBILITIES

1. Provide leadership to a team of 5-10 people in a 24/7 contact center environment
2. Deliver skill development coaching to improve performance, productivity, sales, and customer experience
3. Measure, monitor, and diagnose performance gaps to deliver on enterprise performance goals
4. Coordinate and prioritize training and development opportunities to improve the knowledge and capabilities of the team
5. Collaborate with partners to achieve hiring plan and scheduling requirements to meet service level goals
6. Manage risk and adherence to all internal procedures and policies
7. Facilitate ongoing career development and growth opportunities
8. Deliver KPIs and performance reviews
9. Resolve customer and branch complaints and escalations as needed