Trident Global Assistance Inc. Hiring for Supervisor Call Center at Etobicoke, ON Full Time

Trident Global Assistance is looking for a highly motivated, customer service oriented and result driven Supervisor of Assistance Call Center.

In your role, you will oversee the daily activities and performance of the call center, as well as, provide support to the Assistance Coordinators Team thus contribute to the growth and success of the company.

Responsibilities

· Supervise day-to-day activities of the call center to ensure service commitments are met; provide support and guidance to the team in executing daily tasks

· Handle escalations providing adequate solutions in a timely manner

· Analyze call center statistics to identify trends, needs, opportunities for improvement; prepare reports on the call center activity

· Monitor team/ individual performance on a regular basis and evaluate it against the Key Performance Indicators; provide timely, constructive feedback and consistent coaching to drive continuous performance and customer experience improvements

· Foster a culture of team collaboration towards reaching and exceeding performance expectations; further positive employee experience through respect, support, relationship building, recognition and motivation

· Create and maintain department schedule to ensure appropriate coverage at all times

· Participate in hiring process

· Training and onboarding of new team members

· Manage employee issues promptly and productively

· Other duties as required

Requirements

· Post-secondary education or combination of education and experience

· At least one year of experience in a supervisory or team lead role in a call center environment

· Excellent communication skills both, verbal and written

· Exceptional organizational, time management and prioritization skills

· Analytical skills

· Proficient in using Microsoft office

· Excellent customer service and leadership skills

· Ability to motivate others and promote positive, productive relationships with the team members and co-workers alike

· Ability to work in a fast-paced environment, to quickly adapt to job changes and drive changes, as well

Reference ID: Super

Expected Start Date: 2021-08-16

Job Types: Full-time, Permanent

Salary: $15.00-$19.00 per hour

Additional pay:

• Overtime pay

Benefits:

• Casual dress
• Company events
• Paid time off
• Work from home

Schedule:

• 8 hour shift
• On call
• Weekends

Work remotely:

• Yes