Contact Centre Supervisor - Burnaby, Canada - Terminix

Terminix

Verified Company

Burnaby, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Terminix
Terminix Canada is one of the largest pest control providers to the property management sector. Since its founding in 1927, Terminix has been an industry leader in pest control.

Position Overview

Passionate about sales and customer service? As the Senior Manager for our Contact Centre, you will manage a team consisting of multichannel inbound sales/service, administration/invoicing, accounts receivable and dispatch/scheduling.

- customer experience through a solid KPI and quality coaching strategy. The Senior Manager will also be responsible for providing strategic direction for the call centre team to support future growth and increased volumes.

Responsibilities:

Identification of new business opportunities by active assessment of inbound channels and activities
Meet and exceed goals by generating sales from inbound contacts and followup with potential customers to sell Terminix services
Respond to all escalations with a sense of urgency and professionalism
Respond to all incoming social media comments that are not positive
Develop process for implementation of corrective actions based on online reviews
Follow up with aligned managers to discuss strategy and to address concerns
Develop and maintain branch scorecards to measure online review quality, quantity, and follow up response time
Look for trends and submit reports to GM on a regular basis
Implement reputation management software to drive growth and customer satisfaction
Monitor NPS scores, provide reports, and offer recommendations for improvement
Monitoring of performance and analysis of reports in order to derive improvement plans
Deliver bestinclass service experience in a professional and courteous manner
Ability to coach and monitor team members in order to ensure adherence to the sales process, techniques and delivery of value propositions, as well as ensure compliance with closing techniques and overcoming objections
Consistently review and develop new approaches to improve the sales program and strategies ensuring efficiencies, quality of service and customer retention
Assign work, appraise performance and provide feedback and recognition as required
Track and maintain accurate performance records by teams, projects, programs, and business lines
Create and monitor proper dispatch processes and methodologies, ensuring field technicians are consistently at full productivity capacity
Initiate and perform personnel activities concerning hiring, training/development, and evaluation of staff performance
Work closely with Marketing to develop and share strategies to establish and lead programs
Conduct regular analysis on trending and call centre data to recommend improvements, and issue resolution
Oversee the AR team and understand the importance of outbound collection and loss management
Other administrative duties as assigned

Job Requirements

Previous Senior Management experience in a salesdriven call center environment
Strong interpersonal and team player skills
Proven track record of developing and managing an inbound multichannel sales/service business model
High customerretention and business acumen
Demonstrated ability to be handson, handling customer objections and closing deals
Ability to manage projects simultaneously and keep an eye on the details
Experience with CRM and using metrics to assess progress and gauge success
Computer proficiency with sales platforms, CRM data entry, internet and Microsoft Office
Strong organizational skills and ability to multitask in a fastpaced environment
Knowledge of call center operations and technology
Knowledge of sales techniques and processes as they relate to an inbound environment

Terminix is an equal opportunity employer.

If you require any accommodations at any point during the interview process, please get in touch with our HR Department.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification.

They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Job Types:
Full-time, Permanent

Salary:
$50,000.00-$65,000.00 per year

Benefits: