Contact Center Supervisor – Consumer Products Account

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $45k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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Stafford Communications Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1995

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

Stafford Communications is a division of Premier BPO that specializes in providing comprehensive call center outsourcing services, consulting, and compliance for regulated industries. With nearly 25 years of experience, the company serves a diverse range of sectors, including healthcare, pharmaceuticals, beauty, and food products. Stafford Communications focuses on optimizing customer service initiatives and ensuring they are aligned with marketing programs. The company offers state-of-the-art technology and expert teams to improve customer experiences and streamline call center processes globally from its offices in the USA and Canada.

📋 Description

• Coach and support a team of Customer Service Representatives (CSRs) • Provide direction and feedback to CSRs to improve consumer responses through contact reviews • Review metrics reports and communicate individual statistics to CSRs regularly • Monitor team and CSR productivity • Conduct quality monitoring and participate in feedback and coaching sessions with CSRs and the Account Manager • Document quality monitoring and coaching results according to established SOPs • Provide input to annual CSR performance appraisals • Serve as the first point of contact for CSR assistance with customer concerns and escalations • Ensure correct consumer-handling procedures are followed • Create template responses for the client’s social tool • Propose process improvements, including contact coding, product information updates, and response suggestions • Draft and update FAQs, training documents, and reports for Account Manager review and approval • Submit IT tickets for CSRs and the team • Prepare and adjust weekly CSR schedules to ensure client coverage • Manage time-off requests and document attendance • Alert the team to unplanned schedule adjustments • Participate in interviewing new hires • Coordinate the new-hire onboarding program • Participate in client training initiatives and maintain current SOP and FAQ materials • Ensure the learning management system (LMS) is updated • Train end users on the client social community management tool with the Training Coordinator

🎯 Requirements

• Strong understanding of the contact center environment and the key levers to enhance performance and achieve client targets • Consultative customer service skills: ability to analyze a customer’s situation and present a solution; ability to learn quickly and flexibility to adapt to changing needs and urgent projects • A solution-oriented and positive mindset that openly embraces change and stretch goals • Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues • Excellent interpersonal, communication, and organizational skills and the ability to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment • Strong computer experience working on multiple software programs; proficient in Microsoft Word, Excel, Outlook, PowerPoint • Demonstrated ability providing technical support and troubleshooting via multiple channels • Three years customer service experience with supervisory duties, preferably in a call center • Must have work authorization in Canada