Contact Center Operations Supervisor

Job title:

Contact Center Operations Supervisor

Company

Element Fleet

Job description

Get started on an exciting career at Element!Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.Contact Center Operations SupervisorWhat We NeedWe are looking for a Supervisor, Operations who will play a critical part in engineering top-notch products and services in a unique industry and at a rapidly growing organization.Are you:

• Detail-oriented and comfortable working in a fast-paced environment?
• Able to handle multiple priorities and have strong organizational skills?

Element Fleet Management is recruiting for a motivated Contact Center Operations Supervisor who has experience leading high performing, engaged teams on a multi-channel platform for its largest service product. Our ideal candidate demonstrates strong leadership qualities and has successfully championed a remote team to deliver exceptional customer service. Responsible for engaging with, coaching and the performance management of staff, the staffing/scheduling needs of 24/7/364 contact center with concentration in an automotive technology, and coordination of all tasks to meet key performance goals. Responsible for the successful execution of all operational processes of functional area. The supervisor must ensure that team members are properly trained and knowledgeable of the processes to consistently meet customer satisfaction.A Day in the Life

• Lead by example; set the pace and the tone for team of specialists to achieve and maintain the highest service standards.
• Utilize previous Omni Channel platform experience to ensure the success of Element’s rapid growth in this arena.
• Embrace and embody Element’s principles and vision, and display Element People Leadership Capabilities
• Serve as a liaison between associates and other teams/departments in order to ensure efficiency through such means as process evaluation and resource planning.
• Support hiring, development, and performance management of staff. Conducts monthly and annual reviews.
• Model high standards of delivering and promoting excellent customer service to surpass expectations.
• Implement and direct procedures that will establish and promote effective contact center performance. Provide problem resolution and escalated call support to employees.
• Summarize, collect, and analyze call center trends and data for regular performance reports.
• Influence the design and delivery of training programs for new team members.
• Lead and manage strategic improvement initiatives in support of driving a superior customer experience.
• Demonstrate effective coaching with employees to ensure high levels of engagement, effectiveness as a cohesive team, attainment of departmental goals, and promotion of the Element culture

Requirements

• Bachelor’s degree required
• People Leadership experience strongly preferred
• 3+ years of call center experience preferred
• Experience with managing a medium to large staff ~ 7+ people

Skills

• Excellent problem-solving skills.
• Demonstrated presentation skills.
• Ability to multitask.
• Strong analytical skills.
• Proven track record of success in generating revenue and cost savings.
• Customer service focused
• Motivated self-starter.
• Excellent verbal/written communication skills.
• Experience working with ADP and Workday ideal
• Advanced computer skills MS Office Suite

Competencies

• Maintain professional relationships with all customers, providers, and personnel
• Exhibit dependability and responsiveness
• Display maturity and respect for confidentiality and discretion
• Must be committed to provide exceptional customer service to all clients
• Ability to adapt to a diverse group of individuals; both internally and externally
• Ability to remain calm, courteous, and professional regardless of customers, or provider’s behavior
• Responsive to needs of others including the customer, other team members, management, and other departments.
• Demonstrate effective verbal and written communication skills.
• Demonstrate excellent time management and problem-solving skills.
• Ability to foster independent thinking by delegation and empower direct reports.
• Ability to use team and independent judgment to plan, prioritize and organize varied workload.

What’s in it for You

• A culture of innovation, empowerment, decision-making, and accountability
• Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
• Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans’ status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to or call (800) 665-9744.

Expected salary

Location

Mississauga, ON

Job date

Tue, 13 Aug 2024 22:09:18 GMT

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