Call Center Supervisor

JOB SUMMARY

The Call Center Supervisor is responsible for supervising the work of the Customer Service team. He/she will ensure the excellence of the after-sales service and technical support.

MAIN RESPONSIBILITIES

• Provides support and guidance to the customer service staff;
• Ensures that good customer relations are maintained;
• Is responsible for training customer service agents;
• Must resolve routine customer service complaints and issues;
• Serves as a communication link between customers and the sales department to respond to customers;
• Manages the staff under his/her supervision;
• Verifies the work distribution of the customer service agents and determines priorities;
• Participates in the improvement of existing procedures in order to optimize the service offered to our customers;
• Other tasks related to customer service.

REQUIRED SKILLS AND QUALIFICATIONS

Education/ Experience/ Certification

• High School Diploma (HSD) or College Diploma (CD)
• Minimum of 8 years experience in a similar position
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)

Knowledge of

• Knowledge of computer systems, ERP system
• Knowledge of the manufacturing sector (asset)

Required skills and abilities

• Demonstrated organizational skills, problem solving and attention to detail
• Excellent written and oral communication skills in French and English
• Excellent time management and task prioritization skills.
• Ability to juggle multiple tasks in a fast-paced environment
• Strong leadership skills, friendly, resourceful and versatile
• Self-starter with a high sense of responsibility