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Job Location | Toronto, ON |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | Not Mentioned |
Functional Area | Not Mentioned |
Job Type | Full Time |
Job Summary:Reporting to the Manager, Call Centre, the Supervisor, Call Centre is responsible for agent floor/scheduling management remotely; and in conjunction with other departmental coordinators, for overseeing effective workflow distribution, agent responsiveness and quality assurance to deliver refined customer service. This is a hands-on role that requires exceptional interpersonal skills with the ability to lead by example and motivate fellow team members. The Supervisor will provide monthly performance feedback to each team member on key Scorecard objectives, as well as partnering with the training team to coordinate a successful transition for new team members during OJT (on-the-job training) and throughout the 3 month learning curve (call listening, up-training, etc). They will also participate in the hiring and onboarding of new team members, and will ensure the timely communication and adoption of process and procedural changes, and will directly handle level 2 customer escalations whenever support is requested by a Lead Agent.Duties & Responsibilities: