Remote Contact Center Supervisor - Consumer Products

Premier LLC; Canada; Remote; CAD 60,000 - 85,000; Full time

Job summary

Premier NX is seeking a Contact Center Supervisor for the Consumer Products Account to lead and coach a team of CSRs, ensure optimal client coverage, and drive performance improvements. This remote role focuses on scheduling, staff development, and process improvements to deliver exceptional service for pharmaceutical, healthcare, food, and beauty brands.

The Supervisor will manage daily workflows, evaluate metrics, interview and train new staff, and collaborate with the Account Manager on

Qualifications

• Strong understanding of the contact center environment and the key levers to enhance performance and achieve client targets.
• Consultative customer service skills: ability to analyze a customer's situation and present a solution; ability to learn quickly and flexibility to adapt to changing needs and urgent projects.
• A solution-oriented and positive mindset that openly embraces change and stretch goals.
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues.
• Excellent interpersonal, communication, and organizational skills and the ability to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.
• Strong computer experience working on multiple software programs; proficient in Microsoft Word, Excel, Outlook, PowerPoint. Demonstrated ability providing technical support and troubleshooting via multiple channels.
• Three years customer service experience with supervisory duties, preferably in a call center.
• Must be authorized to work in the Canada without sponsorship.

Responsibilities

• Oversee day-to-day performance of CSRs and ensure seamless client service.
• Prepare and administer daily schedules to ensure appropriate client coverage.
• Monitor staff performance and participate in hiring and training of new staff.
• Document quality monitoring results and coach CSRs according to SOPs.
• Draft FAQs and training documents and update them as needed.
• Submit IT tickets for CSRs and team.

Skills

Contact center knowledge

Customer service leadership

Analytical thinking

Communication

Organizational skills

MS Office

Supervisory experience

Tools

MS Office

Job description

Premier NX is seeking a Contact Center Supervisor for the Consumer Products Account to lead and coach a team of CSRs, ensure optimal client coverage, and drive performance improvements. This remote role focuses on scheduling, staff development, and process improvements to deliver exceptional service for pharmaceutical, healthcare, food, and beauty brands.

The Supervisor will manage daily workflows, evaluate metrics, interview and train new staff, and collaborate with the Account Manager on