Spécialiste bilingue du recouvrement chez Daniels Health & Sharpsmart, fournisseur de solutions de sécurité des objets tranchants. Gestion des appels sortants, négociation des paiements et suivi des comptes clients.
SG
Contact Center Supervisor – Consumer Products Account
Posted last month
About the role
- Remote Contact Center Supervisor coaching CSRs and managing schedules for Premier NX’s consumer-products account. Supporting Premier NX’s customer-experience solutions for major regulated-brand clients.
Responsibilities
- Coach and support a team of Customer Service Representatives (CSRs)
- Provide direction and feedback to CSRs to improve consumer responses through contact reviews
- Review metrics reports and communicate individual statistics to CSRs regularly
- Monitor team and CSR productivity
- Conduct quality monitoring and participate in feedback and coaching sessions with CSRs and the Account Manager
- Document quality monitoring and coaching results according to established SOPs
- Provide input to annual CSR performance appraisals
- Serve as the first point of contact for CSR assistance with customer concerns and escalations
- Ensure correct consumer-handling procedures are followed
- Create template responses for the client’s social tool
- Propose process improvements, including contact coding, product information updates, and response suggestions
- Draft and update FAQs, training documents, and reports for Account Manager review and approval
- Submit IT tickets for CSRs and the team
- Prepare and adjust weekly CSR schedules to ensure client coverage
- Manage time-off requests and document attendance
- Alert the team to unplanned schedule adjustments
- Participate in interviewing new hires
- Coordinate the new-hire onboarding program
- Participate in client training initiatives and maintain current SOP and FAQ materials
- Ensure the learning management system (LMS) is updated
- Train end users on the client social community management tool with the Training Coordinator
Requirements
- Strong understanding of the contact center environment and the key levers to enhance performance and achieve client targets
- Consultative customer service skills: ability to analyze a customer’s situation and present a solution; ability to learn quickly and flexibility to adapt to changing needs and urgent projects
- A solution-oriented and positive mindset that openly embraces change and stretch goals
- Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues
- Excellent interpersonal, communication, and organizational skills and the ability to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment
- Strong computer experience working on multiple software programs; proficient in Microsoft Word, Excel, Outlook, PowerPoint
- Demonstrated ability providing technical support and troubleshooting via multiple channels
- Three years customer service experience with supervisory duties, preferably in a call center
- Must have work authorization in Canada
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