Bilingual Supervisor, Call Centre-travel - Montréal, Canada - Red Label Vacations

Red Label Vacations

Verified Company

Montréal, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Responsibility Statement:

Assists and develops agents to achieve Call Centre metrics and deliver excellent customer service.

Act as backup to sell & service all incoming calls.

Key Results and Activities:

Call out and follow up with agents on pending files
Send FTV's to the agent that are issued and saved on the drive
Keep an eye on the Price match mailbox and coordinate with the commercial team
Work on Schedule change queue q/BB50156, q/BB50158 & q/BU31
Send Call back & follow up on Call backs
Operation team on queues
Commercial team for SPF
Work with Tammy for the online booking

Add transfers, rebook space if file failed ETC

IT: how to create a ticket, whom to copy, how to track a tkt number and follow up.
Make sure all issue is sent to IT and have an open ticket no.
Direct Contact Agent for the White Gloves

1.2 Identify and action training requirements to resolve gaps in performance.

1.3 Identify & solve challenges as required.

1.4 Is current on products, services, promotions, procedures, and technologies.

1.5 Supervise Unity and answer helpdesk calls as required.

1.6 Coaching & Refresher with the team on regular basis

1.7 Quarterly performance revue with their team

1.8 Identify process improvement opportunities and acts on and/or forwards to call center supervisor.

1.9 Create a positive working environment to ensure motivation and maintain good customer service levels and avoid high turn over

1.10 Maintain continuous and positive relationships with other departments

1.11 Answer all calls in a timely, courteous and professional manner.

1.12 Assist in call overflows to achieve targets.

1.13 Manage escalation calls from staff in professional manner.

1.14 Provide input to supervisor during staff evaluations.

1.15 Facilitate and gather input for weekly meetings with agents.

1.16 Other duties assigned by management.

Specialized Knowledge, Skills, Attributes Required
Ø Selling experience

Ø Time management, organizational and multi-task skills

Ø Communication skills

Ø Leadership skill

Ø Respond quickly and effectively under changing condition

Ø Problem solving & decision making skills

Ø Computer skills

Ø Team player

Academic Qualifications and Experience
Ø Min. 2 years' experience in Call Centre environment.

Effort (Physical/Mental Effort)
Ø Ability to work in fast paced environment devoting high level of energy to meet pressing deadlines

Working Conditions
Ø Shift work

Ø Call center environment

Ø Overtime may be required

Ø Majority of work completed at the reservations workstation

Job Types:
Full-time, Permanent

Benefits: