Supervisor Customer Care

Right Time Heating and Air Conditioning; Canada; On-site; CAD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Health & dental benefits

RRSP matching

Incentive earnings

Career growth opportunities

Cross-functional opportunities

Job summary

RT Holdings Inc (Right Time Heating and Air Conditioning) is seeking a Supervisor for its customer service contact centre in Canada. The role focuses on coaching, performance management, and operational oversight to deliver outstanding customer experiences.

You will lead coaching sessions, monitor KPIs, and optimize staffing with Workforce Management. HVAC knowledge is an asset as you drive data-driven improvements and team growth.

Qualifications

• Bachelor’s degree in business administration, Communications, or related field.
• Minimum 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

• Conduct regular coaching sessions to enhance agent skills and provide feedback.
• Monitor KPIs and implement performance improvement strategies.
• Manage daily contact centre operations and staffing in collaboration with Workforce Management.
• Ensure a customer-centric experience and handle escalated issues.
• Prepare and present performance reports; analyze trends for improvements.
• Demonstrate leadership and foster continuous learning within the team.

Skills

Leadership

Team management

Communication

Problem-solving

CRM proficiency

Analytical skills

Multitasking

De-escalation

Education

Bachelor’s degree in business administration or related field

Tools

CRM systems

Job description

Here at RT Holdings Inc (Right Time Heating and Air Conditioning) we strive to provide the best service and products to our customers, with a dedicated, highly skilled workforce that has a solid foundation built on mutual respect. At Right Time Heating and Air Conditioning, we have always valued our employees as our most important resource, helping our team grow their skills and wealth in a fun, culture focused environment. We know that to have the best employees, we need to be the best employers! Our team is dynamic and enthusiastic, and we know you will enjoy working and growing with us!

As a growing industry leader, we provide service and home comfort solutions to over 250,000 Canadian customers each year! We are a team of extraordinary home service experts providing extraordinary service. We are people who go the extra mile to ensure peak performance for our customer’s homes electrical, plumbing, and heating/cooling systems.

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.