Numeris Hiring for Call Center Supervisor at Remote Full Time

Numeris is Canada’s most trusted and authoritative source for broadcast measurement and consumer behaviour data. As well, the industry leading intelligence provider to broadcasters, advertisers, and agencies. We have been recognized for over 75 years as providing the gold standard in audience intelligence.

We have great people who do exceptional work. We take pride in building an environment of continuous learning and career advancement opportunities. Our teams are collaborative, curious, and dedicated to creating quality experiences. We love what we do, enjoy each other’s company, and support initiatives to give back to our communities. We are looking for people to help us shape the future of Numeris, and have a lot of fun along the way.

Work Type: Permanent Full-Time

Location: Work from Home within Canada

Who You Are

As a Supervisor with Numeris, you will represent the organization when interacting with our teams of Market Research Interviewers. In this role, you will also be able to demonstrate your strong abilities at motivating staff, coaching, monitoring and achieving daily targets as a team.

A Day in the Life

Your typical day will focus on providing front-line supervision to Market Research Interviewers within the Respondent Contact Centre (RCC). As a Supervisor, you will be responsible for the day-to-day performance of your team to achieve daily target results. This role is responsible for the oversight and smooth execution of data collection for a variety of telephone interviews associated with Numeris products. You will also have the opportunity to assist with the recruitment and to provide training and development to your team.

You will be accountable for delivering results in the areas of productivity, quality, employee engagement and retention.

Key Responsibilities

Provide employee support and act as first level of escalation for Market Research Interviewer questions and concerns

Responsible for managing team and individual productivity targets daily

Identifies, monitors trends and develops/maintains benchmark reports for measurement projects and studies

Ensures the success of the Market Research Interviewer team through regular performance meetings and coaching sessions with direct reports, using multiple data sources to track success and taking corrective measures where required

Ensures team members have the appropriate resources required to perform (e.g., hardware, software, training tools)

Ensure team adherence to all Numeris & RCC Specific policies and procedures

Direct people leadership with the responsibility for performance management coaching conversations and yearly performance reviews for a team of Market Research Interviewer, collaborating with People and Culture team and the RCC Leadership Team, including weekly check-ins and annual reviews

Provide and document coaching and development to Market Research Interviewers on day-to-day basis

Conduct daily monitoring in compliance with department monitoring protocols

Ensure Research Interviewers maintain up-to-date certification status and receive ongoing training

Conduct regular Team Meetings to provide business and study updates

Provide support to Leadership Team as needed, to assist with all aspects of design and implementation of continuous improvement initiatives

Manage various employee relations complaints and problems that have been escalated from other team members, escalating unusual or more sensitive situations to higher management and People and Culture with recommended solutions

As part of the RCC Leadership Team and the larger Operations Leadership Team, collaborates with all lines of business to achieve business objectives

Work will cover daytime, evening and weekend shifts in alignment with your team

In this role, you will have the benefit of a set shift schedule of four weekdays and one weekend day (Tuesday to Saturday : Tuesday to Friday: 12:00 to 8:00 pm EST and Saturday 10:00am to 6:00pm)

Qualifications and Requirements

High School diploma or GED equivalency

3 to 5 years of experience in supervising employees in a call center environment or a combination of customer service experience and other relevant experience

Organizational and time management skills

Strong interpersonal skills

Effective coaching skills

Computer and typing skills (Data entry)

Proficient in Windows & Microsoft Office applications (specifically in Excel)

Excellent communication skills English, both verbal and written

French is an asset

Your Home Office Set up Requirements

High-speed internet connection

Mobile or landline telephone with headset

A quiet space to perform your duties

Numeris will provide a company computer

What’s in it for you?

Competitive benefits package and group savings and retirement program

Career growth opportunities within Numeris

Education reimbursement – for those wishing to pursue additional professional development, funding is available through our education reimbursement program

Perkopolis – participation in a program that provides exclusive discounts on products and services to employees. Perks include shopping discounts, movie tickets, services, event/show tickets and much more!

Employee Wellness programs

Our virtual workforce will receive a T2200 for income tax purposes for those meeting the CRA requirements

Values

Integrity, Accountability, Collaboration, Innovation, Customer Centricity

Numeris is an equal opportunity employer

We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise the People & Culture department if any accommodations are needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.