Supervisor, Customer Care

Day & Ross • Montreal, QC

3d • Hybrid

About The Position

The Supervisor, Customer Care is responsible for overseeing day to day customer care in a call centre environment with a focus on daily targets and deliverables, as well as team leadership.

Requirements

• Minimum of 2 years’ experience in a customer service field, preferably in a call centre environment.
• Must be proficient in MS Outlook, Excel & Word; TruckMate, Sales Force – an asset; must possess the aptitude for learning new programs
• Excellent communication skills including the ability to relay information (verbal and written) between several parties
• Troubleshooting and problem solving skills, the ability to evaluate current situation, respond quickly to changing requirements, execute and escalate accordingly
• Strong organizational and time management skills, including the ability to work under pressure in a fast paced setting
• Ability to multitask and prioritize in a deadline driven environment; appropriate sense of urgency
• Ability to work independently and to collaborate with others to meet customer expectations
• English language skills required
• Bilingualism (English and French) is required for communication with clients across Canada.
• Responsible for the performance and development of a team of Customer Care Representatives (12-15)

Nice To Haves

• Post-secondary education in Business Administration or other relevant field preferred
• Customer service and/or leadership training is a strong asset
• A suitable combination of education and experience may also be considered.
• Experience in the transportation industry a strong asset
• Experience in a team lead or supervisory role a strong asset

Responsibilities

• Development of a strong customer focused team, including training, coaching, supporting, and performance development, promoting a positive, open culture and working environment
• Monitoring daily productivity targets and working with staff to make improvements where required.
• Works with and supports Customer Care Representatives to resolve customer concerns and issues, which may involve collaborating across Company departments and communicating with internal and external stakeholders
• Identify recurring issues and work with the team and managers to implement corrective actions and process improvements
• Monitoring case management to ensure the best customer experience is provided
• Other related duties as may be required

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree