Contact Centre Supervisor - Toronto, Canada - Porter Airlines

Porter Airlines Toronto, Canada

1 week ago

Full time

Description

Job Summary

As a Porter Contact Centre Supervisor, you will play a pivotal role in leading our Contact Center team towards a digital-first and customer self-service approach.

Reporting to the Manager, Contact Centre, your responsibilities will encompass remote agent floor and scheduling management, workflow distribution, agent responsiveness, quality assurance, and delivering refined customer service.

This hands-on role demands exceptional interpersonal skills to lead by example and motivate team members.

Duties & Responsibilities People-Oriented Leadership:
Demonstrate influential leadership and support to create a positive remote work environment for agents

Team Supervision:
Directly supervise a team of remote Contact Centre agents, ensuring availability, compliance with service level expectations, productivity, and adherence to customer service and quality requirements (KPIs)

First Call Resolution:
Empower agents to prioritize first call resolution as a key objective

Performance Feedback:
Provide and document performance feedback through regular one-on-one discussions, coaching sessions, performance reviews, goal setting, and deficiency management

Training Coordination:
Collaborate with the training team to facilitate a successful transition for new team members during OJT and throughout the 3-month learning curve, including call listening and up-training

Performance Scorecards:
Prepare and deliver monthly performance scorecards to agents, recognizing and rewarding distinguished agent performance contributions

Quality Assurance:
Conduct agent call handling quality checks, routine monitoring, and deliver feedback to drive customer satisfaction (CSAT) improvement

Real-Time Monitoring:
Review Contact Centre performance statistics throughout the day and make tactical decisions to affect immediate changes based on dynamically changing operating environments

Call Queue Support:
Support call queues when necessary and direct Contact Centre Leads to take calls as dictated by performance statistics throughout the day

Escalated Issues:
Handle escalated customer issues as needed

Process and Policy Knowledge:
Remain fully current on all operational processes and procedures, including policy and tariff regulations

Emergency Response:
Act as a key contact in the deployment of emergency response

Compliance Monitoring:
Regularly measure each agent's compliance with Porter's standard Contact Centre operating procedures according to a set plan

Recruitment Assistance:
Assist with the recruitment of new staff, including reviewing resumes, conducting phone screens, scheduling, and conducting interviews

Process Improvement:
Determine procedural needs and make recommendations to improve efficiencies and streamline workflow

Process Adoption:
Ensure timely communication and adoption of process and procedural changes

Change Management:
Champion change management within the contact center

Code of Business Conduct:
Maintain strict adherence to Porter's Code of Business Conduct

Safety Management:
Actively participate in Porter's Safety Management System (SMS), reporting hazards and incidents encountered in daily operations, understanding, complying with, and promoting the Company Safety Policy

Other Duties:
Perform any other duties as required by the Manager, Contact Centre.

Behavioural Competencies Concern for Safety:
Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others

Teamwork:
Working collaboratively with others to achieve organizational goals

Passenger/Customer Service:
Providing service excellence to internal and/or external customers (passengers)

Initiative:
Dealing with situations and issues proactively and persistently, seizing opportunities that arise

Results Focus:
Focusing efforts on achieving high quality results consistent with the organization's standards

Fostering Communication:
Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Qualifications Proficient in all Google Office products including Gmail. 1-3 years Call Centre experience required. 1-3 People Leadership experience required. Travel industry experience is an asset. Proficient in Excel and other MS products. Positive customer-focused attitude, excellent organizational skills, and attention to detail. Strong written and verbal communication skills and grammatical accuracy is a must. Ability to maintain concentration and work effectively within a fast-paced, open-concept environment. Superior relationship management practices with internal and external customers.

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Contact Centre Supervisor - Toronto, Canada - Porter Airlines

Description

call centre supervisor

Centre Supervisor

Centre Supervisor

Centre Supervisor

Call Centre Supervisor

Call Centre Supervisor