Customer Care Supervisor - Brampton, Canada - TFI Canada

TFI Canada

Verified Company

Brampton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Customer Care Supervisor

We are looking for an experienced Contact Center Supervisor to provide excellent customer service and to promote the idea of the "perfect serving" throughout the organization.

The goal is to keep our Customer Care department running in an efficient and profitable manner by increasing first call resolution, customer satisfaction, loyalty and retention in order to meet our customer's expectations.

Core Competencies

Customer Service Orientation
Excellent Communication
Analytical Thinking
Problem Solving

Responsibilities:

Responsible for supervising the successful day to day running of the Customer Care Department
Help improve our customer's service experience, targeting first call resolution.
Take ownership of customers issues and follow problems through to resolution.
Help develop or improve service procedures, policies and standards.
Keep accurate records and document customer service actions and discussions.
Help mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
Help control resources and utilize assets to achieve qualitative and quantitative targets.

Qualifications:

University Degree or College Diploma in Business Administration or a related field.
Minimum 1 year experience working as a Team Lead or Supervisor
Working knowledge of customer service software, databases and tools; experience with workforce planning is an asset
Proven success in handling escalations
Ability to think strategically and to lead
Strong clientfacing and communication skill
Knowledge of and demonstrated ability in corporate core competencies including teamwork, initiative, accountability, and flexibility/adaptability.
Superior verbal, written and interpersonal communication skills.
Strong organizational, analytical, and research skills while demonstrating good judgement and attention to detail.
Demonstrated problem solving and sense of urgency.
Strong time management, multitasking, and prioritization skills.
High level of proficiency with Microsoft Office suite.
Working experience with food equipment an asset.

Benefits: