Supervisor of Operations - Jobs in Rothesay, NB

Job Description

Stafford Communications is uniquely different. We provide Call Centre, Consulting and Marketing Services to our clients. We handle customer contacts on behalf of some the nation’s most prominent brands. Our business model features a robust quality and compliance consulting practice that helps companies optimize their own internal business service centre operations. As experts in regulated industries, we help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their customers with exceptional experiences.We offer a comprehensive and competitive benefits package to assist employees and their families to be healthy, feel secure and maintain work/life balance. We provide eligible employees the option to enroll in our health and dental benefits after 30 days of employment.Our Business Service Centre is located in Rothesay, New Brunswick, this is an onsite position.Come Join Us!Summary: The Supervisor assists the Account Manager(s) with the day to day oversight of the Customer Service Representatives (CSRs) to ensure the team provides seamless client service. The Supervisor prepares and oversees the daily schedule to ensure the appropriate client coverage; assists with interviewing, training and monitoring the daily activities of the team.Key Responsibilities: Scheduling· Prepare the weekly CSR schedule to ensure seamless client coverage adjusting when necessary; manage time off requests to review with Account Manager(s) and document attendance per company guidelines.· Alert the team of unplanned schedule adjustments in the event the Account Manager(s) is unavailable.Work-Flow Processes· Serve as the first point of contact for CSRs when assistance is needed in handling customer concerns and escalations and provide CSRs with real-time coaching to resolve issues.· Ensure correct procedures are followed and answer questions from CSR’S regarding consumer handling via multiple channels.· Propose process improvement recommendations to Account Manager(s).· Draft FAQs and training documents and reports for review and approval by Account Manager(s). Update documents as needed.· Submits IT tickets on behalf of the Account Manager(s).New Hire On-Boarding and Training Programs· Participate in new hire interview process with Account Manager(s) to evaluate candidates.· Coordinate New Hire On-Boarding Program under the direction of the Account Manager(s).· Participate in client training initiatives and ensure the team has up to date materialsCSR Coaching· Provide direction and feedback to CSR team in terms of improving email and phone responses and provide guidance on how to better de-escalate a consumer call.· Review call metrics reports and communicate individual statistics to CSR’s on a weekly basis.· Monitor the overall team and individual CSR productivity via review of reports and call monitoring; provide feedback to CSRs and review with Account Manager(s).· Conduct ongoing call monitoring and participate in feedback and coaching sessions for CSRs with Account Manager(s) to ensure consistent quality of service.· Partner with QA Manager(s) to document results of call monitoring and coaching sessions; maintain all documentation according to established SOPs.· Provide input to Annual Performance Appraisals for CSRs.Qualifications:

• Ability to learn quickly and flexibility to adapt to changing needs and urgent projects

• Excellent interpersonal, communication, and organizational skills and the ability to work with staff with diverse backgrounds and perspectives on the use of technology in a variety of learning capacities

• Ability to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment

Educations and/or Experience:

• Post - secondary diploma/degree preferred

• 5+ years call centre experience preferred utilizing ACD software, CRM systems, text, chat email and social media platforms.

• Demonstrated ability providing technical support and troubleshooting via multiple channels

• Proficient in Microsoft Word, Excel, Outlook, PowerPoint

• Bilingual English/French is an asset

Job Type: Full-timeBenefits:

• Casual dress
• Dental care
• Extended health care
• Paid time off
• RRSP match
• Vision care

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Rothesay, NB: reliably commute or plan to relocate before starting work (required)

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