[Hiring] Contact Center Supervisor @Premier NX

Role Description

As a Contact Center Supervisor, you will contribute to Premier NX's success by coaching and supporting a team of Customer Service Representatives (CSRs). This position will work remotely.

• Oversee the day-to-day performance of CSRs to ensure seamless client service.
• Prepare and administer daily schedules for appropriate client coverage.
• Monitor current staff performance and participate in hiring and training of new staff.

Key Responsibilities

• CSR Coaching:
  • Provide direction and feedback to CSR team to improve consumer responses via contact reviews.
  • Review metrics reports and communicate individual statistics to CSRs regularly.
  • Monitor overall team and CSR productivity.
  • Conduct ongoing quality monitoring and participate in feedback and coaching sessions with Account Manager.
  • Document results of quality monitoring and coaching sessions; maintain documentation according to established SOPs.
  • Provide input to Annual Performance Appraisals for CSRs.
• Work-Flow Processes:
  • Serve as the first point of contact for CSRs when assistance is needed in handling customer concerns and escalations.
  • Ensure correct procedures are followed and answer questions from CSRs regarding consumer handling.
  • Recommend and create template responses for quick access using Client's social tool.
  • Propose process improvement recommendations to Account Manager.
  • Draft FAQs and training documents for review and approval by Account Manager.
  • Submit IT tickets for CSRs and team.
• Scheduling:
  • Prepare the weekly CSR schedule to ensure seamless client coverage.
  • Manage time off requests and document attendance per company guidelines.
  • Alert the team of unplanned schedule adjustments if the Account Manager is unavailable.
• New Hire On-Boarding and Training Programs:
  • Participate in new hire interview process with Account Manager.
  • Coordinate New Hire On-Boarding Program under the direction of the Account Manager.
  • Participate in client training initiatives and ensure the team has up-to-date materials.
  • Partner with Training Coordinator to train on the use of client social community management tool.

Qualifications

• Strong understanding of the contact center environment and key levers to enhance performance.
• Consultative customer service skills with the ability to analyze situations and present solutions.
• Solution-oriented and positive mindset that embraces change and stretch goals.
• Strong organizational skills with the ability to prioritize objectives independently.
• Excellent interpersonal, communication, and organizational skills.
• Strong computer experience with proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
• Three years customer service experience with supervisory duties, preferably in a call center.
• Must be authorized to work in Canada without sponsorship.