Supervisor, Call Centre

Company Information:

Position Overview:

Responsibilities:

• Oversees the daily operations of the call centre team by ensuring that all client calls and e-mails are handled professionally and within service level agreements. • Delegates and schedules daily work tasks of call centre staff, monitoring the work of the team to ensure it is completed as required and as scheduled • Provides day to day supervision, technical advice and support to the team by conducting individual performance reviews, setting performance objectives and assisting with staff recruitment • Identifies, coordinates and delivers team training, including notification of relevant information on new clients or changes for existing clients, as well as more formalized or organization wide requirements. • Serves as the first point of contact for call centre concerns and issues escalated by team • Addresses and resolves identified client issues by providing procedural support to team, by handling directly, or by escalating to senior management levels where necessary • Promotes continuous improvement through review of existing service, processes and procedures; participates in shaping and setting strategy for call centre by sharing information and providing recommendations • Responsible for routinely evaluating calls for team members and conducting individual call coaching sessions • Delivers timely client reports and implements call review sessions to meet client requirements • Provides timely support with fulfilling audit requirements • Lead, coach and develop a team of Client Service Representatives, including setting performance objectives, conducting performance reviews and coordinating training requirements and development opportunities