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Call Centre Supervisor (Edmonton South) - Jobs in Edmonton

Trail Appliances Ltd.
Job LocationEdmonton
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent

Job Description

Why TrailAt Trail Appliances, we give you the support, tools, training, and a mentor to succeed. By becoming a member of the Trail family, you will be joining a diverse network of high performing, talented individuals who are continuously learning and growing everyday. Looking for a career and not just a job Apply today!The PerksTrail Appliances values their employees and provides a comprehensive and competitive total rewards package including:

  • Healthamp; dental benefits
  • Personal care days
  • Statutory holidays off
  • Employeeamp; family assistance program
  • Staff incentives and rewards
  • Employee discounts
The RoleAre you a leader with a passion for providing exceptional customer service and optimizing call center operations We #39;re seeking a dedicated Call Centre Supervisor to join our team. Reporting to the Parts and Service Manager, you #39;ll play a pivotal role in ensuring top-notch customer satisfaction and efficient call centre performance.What you will be doingCustomer Satisfaction Management:
  • Address and resolve customer complaints efficiently, aiming for first-call resolution.
  • Collaborate with other departments to ensure seamless customer experiences.
  • Maintain records of customer feedback and complaints to drive improvements.
  • Implement strategies to enhance overall customer satisfaction.
  • Foster a customer-centric culture within the team.
  • Monitor key performance indicators (KPIs) and take corrective actions.
Staffing and Supervision:
  • Provide comprehensive training to call center staff.
  • Enforce company policies and procedures among the team.
  • Participate in the hiring, performance management, and disciplinary processes.
  • Identify training needs and conduct training sessions.
  • Perform audits of call centre staff performance.
Performance Oversight and Assistance:
  • Ensure prompt handling of service requests and efficient work order creation.
  • Optimize repair visit scheduling and resource allocation.
  • Facilitate communication between parts and dispatch teams.
  • Maintain a streamlined workflow within the Call Centre.
  • Monitor and enhance the quality of information gathered from customer interactions.
  • Balance speed and quality control for calls.
To be successful in this role you must have
  • 1 to 3 years of call centre experience, with some supervisory experience.
  • Strong customer service and conflict resolution skills.
  • Proficiency in Microsoft Office and call center software.
  • Ability to identify and resolve issues related to customer concerns and operational efficiency.
  • Flexibility in working hours.
  • Strong teamwork and collaboration skills.
Our story began in 1974, when the Broderick family rented out appliances at their bottle depot on Macleod Trail in Calgary. From those humble beginnings, Trail Appliances has grown to become one of the leading independent appliance retailers in Western Canada. We continue to stand by our guiding principles of unparalleled customer service, competitive pricing, and expert advice. Having built our reputation on strong family values and creating a collaborative work culture that values respect, integrity, diversity, passion, and laughter, we’re proud to be family-owned and operated today. This and our extensive benefits, safety program and community involvement are what sets us apart from our competitors. We are proud to be recognized as an industry leader!

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