Supervisor Customer Care

Right Time Group; Canada; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits package

RSP matching plan

Training and growth opportunities

Cross-functional career opportunities

Job summary

Right Time Group in Canada seeks a seasoned Contact Centre Manager to lead coaching and development across the agent team. You will drive performance through regular coaching, targeted training, and collaborative goal setting, ensuring customer-centric outcomes and rigorous KPI tracking.

Lead daily operations, align with workforce planning, and analyze data to optimize service levels. This role emphasizes leadership, communication, and cross-functional collaboration to achieve excellence.

Qualifications

• Bachelor’s degree in business administration, Communications, or related field preferred.
• Minimum of 3-5 years of experience in customer service or call center environment.
• At least 2 years of supervisory experience in a customer service setting.
• HVAC knowledge would be an asset.

Responsibilities

• Coach and develop agents through regular one-on-one sessions.
• Provide feedback and set performance improvement plans.
• Identify training needs and coordinate with Training department.
• Monitor and analyze team performance against KPIs.
• Implement strategies to improve agent performance.
• Conduct regular performance reviews and set goals.
• Manage daily contact centre operations for efficient customer handling.
• Collaborate with Workforce Management for staffing.
• Monitor real-time metrics and adjust resources as needed.
• Ensure a customer-centric approach in all interactions.
• Handle and resolve escalated customer issues across channels.
• Work with other departments to ensure a seamless customer experience.
• Prepare and present performance reports to leadership.
• Analyze trends to identify opportunities for process improvements.
• Use data-driven insights to enhance team performance.

Skills

Leadership

Communication

Problem-solving

CRM systems

Analytics

Multitasking

Conflict resolution

Education

Bachelor’s degree in business administration or related field

3-5 years of customer service/call center experience

2 years supervisory experience

HVAC knowledge (asset)

Tools

Customer service software

CRM systems

Job description

Role Accountability

Agent Coaching and Development:

• Conduct regular one-on-one coaching sessions to enhance agent skills.
• Provide feedback and set performance improvement plans.
• Identify training needs and coordinate with the Training department.

Performance Management:

• Monitor and analyze team performance against established KPIs.
• Implement strategies to improve agent performance.
• Conduct regular performance reviews and set goals.

Operational Management:

• Manage daily contact centre operations to ensure efficient customer handling.
• Collaborate with Workforce Management for optimal staffing.
• Monitor real-time metrics and adjust resources as needed.

Customer Experience:

• Ensure a customer-centric approach in all agent interactions.
• Handle and resolve escalated customer issues.
• Work with other departments to ensure a seamless customer experience.

Reporting and Analysis:

• Prepare and present performance reports to leadership.
• Analyze trends to identify opportunities for process improvements.
• Use data-driven insights to enhance team performance

Parameters for Success: KPI’s
Booking Rate Percentage: Achieve and maintain target booking rates for CSR agents.

Average Handle Time (AHT): Optimize call handling times without sacrificing service quality.

First Call Resolution (FCR): Ensure high rates of resolving customer issues on the first call.

Customer Satisfaction (CSAT): Maintain or improve customer satisfaction scores.

Agent Productivity: Ensure agents consistently meet or exceed productivity targets.

Service Level Expectations:

• Meet or exceed service level agreements (SLAs) for response times.
• Maintain low call abandon rates by ensuring prompt agent availability.
• Ensure consistent adherence to contact centre service levels across all channels.

Coaching and Development:

• Demonstrate strong leadership in guiding and developing agents. Encourage continuous learning and professional growth within the team.

Data-Driven Decision Making: Utilize data and insights to drive performance improvements. Make informed decisions based on performance metrics.

Collaboration: Work effectively with other departments to achieve common goals. Foster a team-oriented environment that values collaboration.

Customer-Centric Mindset: Prioritize customer needs in all decision-making processes. Advocate for a positive customer experience across all channels.

Qualifications:

Education & Experience

• Bachelor’s degree in business administration, Communications, or related field preferred
• Minimum of 3-5 years of experience in customer service or call center environment
• At least 2 years of supervisory experience in a customer service setting
• HVAC knowledge would be an asset

Skills and competencies:

• Excellent leadership and team management abilities
• Strong verbal and written communication skills
• Exceptional problem-solving and decision-making capabilities
• Proficiency in customer service software and CRM systems
• Analytical skills for interpreting performance data and metrics
• Ability to multitask and prioritize in a fast-paced environment
• Conflict resolution and de-escalation techniques

Knowledge:

• In-depth understanding of customer service principles and best practices
• Familiarity with quality assurance processes and performance metrics
• Knowledge of relevant industry standards and regulations

Personal Attributes:

• Strong customer-centric & sales-centric mindset
• Ability to remain calm under pressure
• Adaptability to changing priorities and workloads
• Empathy and patience when dealing with customers and team members

Additional Requirements:

• Flexibility to work various shifts, including evenings and weekends, as needed
• Proficiency in Microsoft Office Suite or equivalent software

At Right Timewe expect a lot from our employees. That's why we're committed to providing them with industry-leading benefits and compensation that help them get better at their job, while providing for their families, which include:

• Competitive compensation
• A comprehensive benefits package including dental, health, prescription, and disability insurance
• Company matching RSP plan
• Additional incentive earnings
• A long-term career with training and continual improvement and growth opportunities.
• Cross-functional career opportunities

We thank all who apply, however only those selected for an interview will be contacted. Right Time is an equal opportunity employer.

Please let us know of any accommodations required in preparation of your visit.

Please note that this position requires a Criminal Background Check be completed for potential candidates. This check must be satisfactory in order for an employment offer to be extended unconditionally.

This position is currently vacant and is being posted to fill an existing opening.