Supervisor - Call center

Hydro Solution; Montreal; Hybrid; CAD 52,000 - 78,000; Full time

Benefits offered by this job

Hybrid remote work

Competitive compensation based on your

Performance bonus

Comprehensive group insurance (health,

Dental, prescription drugs

Group RRSP with employer contributions

Wellness program with telemedicine

Comprehensive product training

Five days off during the holiday季

Free covered parking

Supplemental benefits program

Employee referral program

Team-building activities

Job summary

HydroSolution in Quebec is seeking a Supervisor for its heat pump department to lead advisors and coordinate daily tasks, ensuring a superior customer experience and consistent target achievement.

The role requires 2+ years of team leadership, a strong service mindset, and bilingual communication with English-speaking customers. We offer hybrid work, comprehensive benefits, and ongoing training.

Qualifications

• Minimum of 2 years of team management experience.
• Strong commitment to exceptional customer service.
• Excellent prioritization skills and the ability to adapt to change.
• Results-driven mindset with strong analytical abilities.
• Proficient in Outlook, Excel, and Adobe.
• Bilingual with English communication.

Responsibilities

• Motivate and lead advisors on your team and the partner team by coordinating real-time activities using tools like QuickFlow, Excel, and email.
• Develop coaching and professional development strategies for expert advisors to achieve results.
• Ensure quality of advisors’ work and customer service by monitoring and evaluating performance.
• Maintain follow-ups with the Sales Coordinator to keep records accurate and up to date.
• Act as the go-to resource for product-related questions and product usage inquiries.
• Perform other duties related to employee development and operational support.
• Navigate systems to update customer files and complete administrative tasks.

Skills

Team management

Customer service

Prioritization

Analytical skills

Communication

Bilingual

Adaptability

Tools

Outlook

Excel

Adobe

Job description

Role

As a Supervisor in a rapidly growing new products department, we will rely on your leadership skills and determination to coordinate and prioritize the activities of advisors within the heat pump department. Your attention to detail and organizational skills will be essential in assigning daily tasks and ensuring an outstanding customer experience.

Your objective? Support and coach advisors to deliver a customer experience that reflects HydroSolution’s standards, while achieving targets and fostering a positive and engaging work environment. You will serve as the team’s subject matter expert on heat pumps and will share your knowledge with both team members and outsourcing partners on a daily basis.

Responsibilities

• Motivate and lead advisors on your team and the partner team by coordinating, in real time, all expert advisor activities through various tools such as QuickFlow, Excel, and email.
• Develop coaching and professional development strategies for expert advisors to achieve expected results.
• Ensure the quality of advisors’ work and customer service (call monitoring, evaluations, etc.) by communicating and measuring performance objectives.
• Maintain rigorous follow-ups with the Sales Coordinator by ensuring records are accurate and up to date, particularly when operational issues arise.
• Act as the go-to resource for product-related questions and product usage inquiries, sharing expertise with team members and outsourcing partners.
• Perform any other duties related to employee development, operational support, and the achievement of established objectives.
• Navigate systems efficiently to update customer files and perform other administrative tasks.

Ideal Qualifications

• Minimum of 2 years of relevant team management experience.
• Strong commitment to exceptional customer service and an ability to quickly build positive relationships with customers, colleagues, and partners.
• Excellent prioritization skills and the ability to adapt to change.
• Results-driven mindset, strong analytical skills, and the ability to prioritize effectively.
• Comfortable using computer systems, including Outlook, Excel, and Adobe.
• Strong communication skills, both verbal and written, and a collaborative approach.
• Interest in identifying and recommending improvements to existing work methods and processes.
• Availability based on operational needs (full-time day shifts between 8:00 a.m. and 6:00 p.m.; flexible schedule and weekly hours).
• Bilingualism; the individual in this role will communicate with English-speaking customers.

Here, we take care of our heroes by offering

• Competitive compensation based on skills, plus a performance bonus.
• Comprehensive group insurance program (extended health, prescription drugs, dental, life insurance, etc.) and a group RRSP with employer contributions of up to 2.5%.
• A wellness program, including free telemedicine services.
• Comprehensive training on all products offered.
• Hybrid remote work.
• Five days off during the holiday season.
• Free covered parking.
• Supplemental benefits program to complement parental insurance benefits.
• Employee referral program.
• Team-building activities.
• And much more!

Job Description

At HydroSolution, every employee’s work is a source of inspiration and pride. Together, our efforts provide peace of mind to Quebecers and contribute to their well-being. It’s true that we don’t save lives… but we do rescue bad days! That’s why we consider our employees everyday heroes for the thousands of Quebecers who rely on us for a turnkey water heater solution. Together, we are leaders in the sale and rental of water heaters.

Do you think you have what it takes to join a large family of everyday heroes? Read this job posting carefully. It could change your life, too!

Superpowers We’re Looking For

1. Adapt easily to different situations and unexpected challenges.
2. Be open to change.
3. Work effectively as part of a team (without going it alone).
4. Treat every customer fairly and equitably.
5. Demonstrate diligence and attention to detail.