Supervisor, CR
$81,900–$105,000 year
On-siteMarkham, Ontario, Canada
Markham, Ontario, CanadaOn-siteFull Time$81,900–$105,000 yearEnterprise
Full TimeEnterprise
Job Summary
Provide leadership, direction, and daily oversight for Tier-2 Contact Centre operations, including managing team scheduling, coverage, and adherence to breaks. Monitor SLA targets, queue volumes, and quality assurance while conducting monthly QA monitoring, call spot-checks, and coaching sessions. Oversee escalated customer complaints, digital channels, and vendor relationships to ensure timely resolution and alignment with service standards. Track KPIs, analyze ticket drivers, and lead continuous process improvement initiatives to drive efficiencies.
Required Qualifications
- Completion of an undergraduate degree or an equivalent combination of experience and education
- 5-7 years of relevant experience in same or similar function
- May require on-site visits to T1 vendor (currently in Winnipeg)
Desired Qualifications
- Bilingual proficiency in English and French would be considered a valuable asset
- Excellent oral and written communication skills in both English and French
- Good MS Office skills
- Excellent supervisory/coaching skills
- Good conflict resolution skills
- Outstanding interpersonal, critical thinking, problem-solving, and conflict resolution skills
- Outstanding attention to detail and quality
- Analytical, and decision-making skills
- Proven track record of driving positive KPI and SLA metrics in a customer support capacity
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.