Supv Customer Service Div
$65,800–$98,800 year
Hybrid · Mississauga, Ontario, Canada
Job Summary
The Customer Care Supervisor is responsible for overseeing and optimizing processes to enhance customer experience, leading and coaching the Customer Care Team, and ensuring efficient order processing and prompt inquiry resolution. Key responsibilities include team leadership and development, supervising daily operations while meeting SLAs and performance metrics, managing escalated customer complaints, and collaborating with other departments for improved service. Candidates should possess strong communication skills, a college diploma, at least 3 years of leadership experience in a customer service environment, and familiarity with various software tools.
Required Qualifications
- College diploma (or equivalent)
- Minimum 3 years of progressive leadership experience in a Customer Service / Contact Center environment
- Experience in coaching, training, and motivating teams
- Exceptional listening, problem-resolution and conflict management skills
- Strong organizational abilities, including scheduling and volume management
- Excellent written and verbal communication skills
Desired Qualifications
- Bilingual in English & French
- Proficient with Microsoft Office (Word, Excel, PowerPoint, SharePoint)
- Experience with SAP (or other ERP systems)
- Familiarity with CRM or ticketing platforms (e.g., Five9, Zendesk)
- Comfort with emerging technologies (AI-driven chatbots, automated ticketing)
Additional Requirements
- All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
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