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Supervisor, Service Centre - Jobs in Saint-Bruno-de-Montarville, QC

Job LocationSaint-Bruno-de-Montarville, QC
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

Role summary:To ensure the efficient operation of the Service Centre, overseeing the Service Centre Staff’s attention to all client complaints and requests; monitoring trade responses and call management, managing Strategic Action Plan and Tenant Satisfaction Calls and generating reports for Supervisors and Managers.You have:

  • Diploma or Degree in Business Administration or Property Management is an asset
  • Minimum 3 years related experience, with at least 2 years supervisory experience preferably in a mixed-use environment (office and retail)
  • Minimum 2 years coaching experience within a call centre environment
  • Thorough knowledge of Call-Centre management and Customer Service principles, including managing scheduling to maintain prescribed service level.
  • Familiarity with maintenance functions, predictive, corrective and routine work requests
  • Computer literate with strong knowledge of Word, Power Point, Excel and Internet Browsing
  • Excellent written and verbal communication skills
  • Accurate data entry skills
  • Knowledge of building management and work management software
  • Ability to work in a group or independently with limited supervision and actively communicate work results
  • Superb follow up skills
  • Excellent organizational, multi-tasking and prioritizing skills
  • Team player that possesses strong leadership qualities
  • Enthusiastic and positive demeanor
  • Customer-service oriented
  • Proactive attitude
  • Practical, common-sense approach to problem solving
You will:
  • Manage the activities of all direct reports to ensure the timely achievement of department goals, within prescribed policies, procedures and standard business practices
  • Supervise the overall efficient operation of the Service Centre by communicating on a daily basis with direct reports, Operations team and clients and checking that systems are fully operational in order to ensure service requests are professionally and efficiently responded to
  • Supervise and assist direct reports in such areas as, but not limited to, monthly billing/invoice preparation and maintenance of all files and records to ensure department meets operational goals and objectives
  • Evaluate individual and team performance, and provide coaching, mentorship, motivation and training in order to produce optimal levels of both quality and productivity.
  • Manage processes to support Cadillac Fairview’s strategic direction and continuous growth.
  • Create and foster an environment which allows for continuous growth and employee engagement, including minimizing and eliminating training gaps, communicating strategies and providing employees with the necessary tools for job efficiency
  • Provide regular motivation and coaching to all staff to encourage on-going professional development for succession planning purposes
  • Monitor inbound phone queues and ensure appropriate scheduling is in place
  • Performs regular review of processes and make recommendations, including creation of new processes for efficiency improvements
  • Respond to incoming telephone calls such as inquiries, service requests and complaints in a friendly, timely and professional manner, recognizing the importance of providing excellent customer service in all transactions. Note: this is a “hands-on” supervisory position and this role is expected to perform this task alongside staff as needed.
  • Generate a variety of reports on a weekly and an ‘as needed’ basis by accessing information through the facilities management software system, compiling information and distributing to appropriate departmental supervisors in order to provide accurate, current and timely information for decision-making purposes
  • Foster positive relationships with internal and external resources and maintain an overall positive and professional image of the corporation
  • Liaise between the property and Information Technology (IT) department on facilities management software system policies, procedures and initiatives.
  • Respond to client calls in a professional and timely manner, input information into the facilities management software system
  • Recruit new call centre staff as required
  • Relay any operational deficiencies surrounding service delivery to the Operations leadership team
  • Perform other duties and projects as assigned
  • Analyze call centre performance data, respond to escalated complaints, determine root cause of issue and expedite corrective actions and refer to outside personnel if outside your scope.
  • Maintain call centre SOP’s, ensuring they accurately reflect current processes
Why you should join us:At Cadillac Fairview we have been transforming communities for over 50 years. We are so much more than our properties. We are building leaders at all levels. We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development. We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension. Imagine a place where you can make a difference!At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.Are you someone who believes in our values
  • Aim Higher – we strive to exceed expectations
  • Own Your Expertise – we empower ourselves and each other
  • Collaborate Effectively – we bring the right people together to get the right results
  • Engage with Empathy – we objectively consider the needs of others
  • Embrace Change – we drive, learn from, and adapt to change
At CF you’ll join a diverse community and award-winning team where your talent and commitment to excellence are welcomed, valued and respected. We’re ready to meet you there – are youCF is an equal opportunity employer and is committed to creating a diverse and inclusive environment. If you need reasonable accommodation during the recruitment, assessment, and/or selection process, please notify your CF contact or email cfcareers@cadillacfairview.com.CF currently has a vaccination policy that is a condition of employment.Quick Apply
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