Customer Service Supervisor - Vancouver, Canada - ABB OPTICAL Group

Description

JOB RESPONSIBILITIES
This position is responsible for leading the customer service team to provide superior service to our customers. The supervisors will plan the usage of resources and staff to achieve key objectives. They oversee all day-to-day activities of all call center representatives (agents).


Essential Responsibilities include the following. Other duties and special projects may be assigned.

• Obtain, review and analyze data from agent performance reports, evaluate efficiency, productivity and quality of agents, providing timely feedback, communicating expectations, training, coaching and mentoring to improve and develop the team.
• Communicate with internal departments including: sales, marketing, manufacturing, inventory, accounting and shipping personnel as needed for the purpose of providing excellent service to our customers.
• Meetings with external customers to ensure customer service support is being met daily.
• Trouble shooting and resolve nonroutine customer complaints and escalations.
• Evaluate and recommend process improvement opportunities.
• Ensure the customer service team members follow documented standardized work procedures.
• Facilitate meetings, i.e. team weekly/monthly meetings, supervisor meetings, lead meetings, etc.
• Complete all administrative responsibilities i.e. ADP/Payroll, attendance tracking, Monet approvals, expense reporting, incentives, etc.
• Prepare communications and ensure flow of communication consistently through all channels, upward, downward and lateral.
• Partake in employee morale and recognitions, comprising of brainstorming, implementing programs, promoting participation, providing positive reinforcements, team/individual acknowledgements, etc.
• Write and administer employee performance reviews.
• Represent customer service department at various cross functional initiatives.

Essential Responsibilities continued:

• Contribute to projects that affect customer service, may be asked to lead task force in project management
• Achieves organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job successes.
• Analyze offline data and continue to improve efficiency and service level.
• Facilitate and coordinate Training for all tasks and responsibilities affiliated with all programs.
• Evaluate Calls for Quality Assurance.
• Perform compliance audits and time studies as needed for offline activities.
• Establish and/or update Key Performance Indicators.
• Create, maintain and update Standard Operating Procedures.
• Empowered to be proactive in daytoday decision making that will affect customers such as service levels, tracking, credits, etc.

Supervisory Responsibilities:
Tier II Customer Service Representatives


QUALIFICATIONS

Required Qualifications:

• Bilingual English/French required
• Ability to communicate effectively verbally and written with French speaking customers
• High School Diploma or equivalent
• At least five years of experience in a Customer Service Contact Center environment
• At least two years of experience leading a call center work group
• Familiarized call distribution/real time management software tools and concepts

Desired Qualifications:

• Bachelor's Degree preferred