Call Center Agent Supervisor - Vancouver, Canada - Rove Concepts

Rove Concepts

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Rove Concepts is looking for a skilled Call Center Agent Supervisor to oversee our Claims Team.

NOTE- this role is for local residents only as you will be working on-site at our Vancouver office.

If you are:
- committed to service excellence; are consistent, caring, and dependable with a passion for helping others; are a consummate professional with a commitment to customer service; and are willing to work hard in a fast-paced environment, while constantly pushing yourself to be the best, then we want to hear from you

What you'll do:
-
Identify training needs and train workers in job duties and company policies:

Create claims training material for the claims department
Train new and existing staff
Hold coaching sessions
Hold regular 1:1s
To update/ adapt training material to suit the business needs
Permanence management

-
Co-ordinate, assign and review the work of customer service agents

Ticket reviewing & Phone call reviewing to identify coaching & training opportunities using FreshDesk
Monitoring the claims received daily and distribute workload to the agents
Reviewing agents workload to ensure the business is abiding by the SLA response time to all clients
Ensuring all agents follow policies in place by reviewing daily interactions
Hold monthly KPIs for the claims department to review and discuss monthly performance

-
Establish work schedules and procedures and co-ordinate activities with other work units or departments:

Review/ approve Vacation requests based on the business needs
Coordinate weekly meetings with other departments to report and discuss business updates
Hold weekly meetings with the production facilities / supplier to resolve product issues
Actioning Time blocking for agents daily schedule
Work alongside the operations team and carriers to ensure the shipments are delivered smoothly

-
Resolve work-related problems and prepare and submit progress and other reports:

Collecting claim data & reviewing claim reporting to identify work related issues.
Record findings to review and resolve business related issues directly with the production facility and suppliers
Monitoring the progress of resolved issues by reviewing daily reports such as NPS scores using Drupal, regular review of claims reports.
Escalation management for the claims department, handling and resolving escalations directly with the client
Collect escalation data to record any patterns / reoccurring issues for coaching / training purposes
Monitoring TrustPilot reviews received
Weekly meetings with Production & suppliers to discuss product issues

- recording updates and meeting agendas using Asana
-
May perform regular duties to support his/her team:

Action pending claims received
Contact customers via phone using both Fresk Desk & Ringcentral
Daily use of G suite to review ticket notes
Daily use of Drupal
Accessing customers orders, placing orders & stock level reviewing
Daily use of Snapengage live chat platform
Keeping informed with business updates using forums\

What you'll need:

Minimum 1 year in a supervisory or management role in a call centre environment and/or solid ecommerce
Very strong leadership skills to mentor staff
Ability to make quick decisions, multitask and great problemsolving skills
Ability to train, coach and provide staff with communications and feedback
Strong communication skills
Openminded and excited to join a smaller company with the ambition for growth
Adaptability, work ethic and a positive attitude

-
Drupal, FreshDesk, Excel, Asana, Slack, RingCentral, Snapengage and G Suite experience is a must

What we're offering:

Rocketing growth yours and ours. At Rove Concepts, there are lots of opportunities for personal and professional growth. That's because we believe in developing, investing, and promoting from within
Casual and open work environment
Competitive salary and benefits package with 3 weeks' vacation to start
We are a dogfriendly office space
Regular social events with a great team culture
Work with a highperforming team of people who are passionate about their contributions

Benefits: