Call Centre Supervisor
PURPOSE:

Supervises the day-to-day activities of the ACS Call Center Representatives whose daily focus is to answer inbound calls and make outbound calls on behalf of clients. Evaluates and coordinates workflow/activities to achieve expected volume and maintain service level goals in order to deliver quality customer service. Develops Call Centre Representatives to meet required service levels and targets and maximize opportunities for personal growth.

KEY RESPONSIBILITIES:

• Monitors Call Center activities, identifies problems, and takes corrective actions
• Handles calls from customers who demand management intervention and serves as subject matter expert in resolving unusual or complex questions
• Manages ongoing staff scheduling, training and service performance in order to provide customer service that meets/exceeds both client and call center standards
• Responsible for creating standardized processes and procedures
• Monitors calls/activities as necessary to ensure that performance standards are consistently being met
• Maintain effective formal and informal evaluation processes to ensure Call Center Representatives performance objectives are met
• Works with Call Center Management team to accurately forecast and determine appropriate recruitment, staffing and account scheduling
• Manages Call Center performance metrics and benchmarking
• Produces and reports statistical information to management in order to demonstrate team performance and effectiveness and improve processes, policies, team performance, and customer satisfaction

REQUIREMENTS:

• College Degree/Diploma/Certificate or equivalent experience and training in related area
• Minimum of 1 year in leadership role and/or previous supervisory experience plus 2 years call center experience
• Must be able to demonstrate good planning, organizing, coordinating and directing/leading skills
• Must possess good organizational and communication skills
• Must be able to effectively interact with associates on all levels within the organization
• Ability to perform to expectations in a fast-paced and changing environment
• Intermediate to advanced PC and ACD system experience
• Must be highly skilled in conflict resolution
• Proven track record in understanding customer concerns and resolution
• Good analytical and problem solving skills
• Must be able to work weekends, and/or holidays