Call Center Supervisor - Jobs in Winnipeg, MB

Job Description

The Bradford Exchange is looking for an experienced Call Centre Supervisor to join our team here at our London, ON, call center operations.We are currently hiring for a start date of August 26, 2022. The successful candidate would need to be available for three-hour training period on Friday August 26, 2022, and full-time training would start August 29, 2022.This is a full-time permanent position which will have a main schedule of 2:45pm to 11:15pm EST and can include weekend rotation.Essential Job Duties and ResponsibilitiesSupervisors are experts in the area of coaching and management. They use these skills to manage inbound service activities, to optimize customer satisfaction and to maximize any sales and revenue opportunities. They assist in optimizing call center performance via call center management expertise and people/performance management expertise in alignment with the company’s business strategies and priorities.The Supervisor’s performance is equal to his/her team’s performance, providing overall management: coaching and counseling on an ongoing basis, providing overall management to ensure the overall team performance is within acceptable range for all call center key indicators – AHT, ATTENDANCE, QA scores, etc.Supervisors provide communication, quality of work, performance appraisals and overall leadership support to the Call Center Unit. They maintain and implement department and company objectives by providing support and encouragement to team members Supervisors ensure performance excellence from their Team Leaders and agents by conducting performance reviews on a monthly basis and doing regular coaching whenever necessary. Supervisors assist with answering phone calls when there is high volume. To be an effective supervisor and to be able to answer phone calls when needed, the Supervisor will receive training as a Customer Service and Sales Representative.We Offer

• Temporary work from home opportunity
• Paid training period
• Company paid health and dental benefits*
• Group retirement benefit plan with up to a 6% company matching contribution*
• Paid vacation time*
• Paid ESA leave time*
• Employee Assistance Program*
• Annual profit-sharing plan
• Annual merit increase
• Employee discounts
• On-going and continuous support from Manager

*After three-month probationary periodRequired Knowledge, Skills, and Abilities

• Ability to lead people, define performance goals and set objectives
• Possess solid analytical skills and have the ability to analyze performance problems and develop solutions
• Ability to be innovative and flexible in a fast-paced environment
• Ability to handle conflict and disgruntled employees
• Must be a team-player
• Excellent attention to detail, organizational, and follow-up skills
• Ability to function in a fast-paced and stressful environment
• Ability to project and maintain a high level of integrity and trust
• Ability to project and maintain a professional image
• Must have excellent written and verbal communication skills
• Ability to establish and build rapport through effective communication skills
• Excellent time management skills
• Effectively respond to safety and security requirements
• Advanced computer skills – Word, Excel, Outlook
• Proven coaching and counselling skills

Preferred Qualifications*Education, Licensing, Certification, and Experience*

• University or College degree in Business/Liberal Arts or similar
• 2-4 years call center experience
• 3-5 years of Customer Service Supervisory
• Bradford Customer Service experience

COVID-19 Considerations:

• Remote recruitment process
• Work-from-home (temporary): computer equipment provided

Temporary Work from home Requirements:

• Quiet, distraction-free, private, and safe place to work
• High speed reliable internet speed of 25 mbps download
• Ability to hardwire a network cable
• A cell phone with cell service to log in to our secure VPN server
• The candidate must reside in Manitoba or Ontario

They Company: At the Bradford Exchange, www.bradfordexchange.ca, we take great pride in our position as 17th world leader in the collectibles industry and our influential role in direct marketing of fine collectibles. We are equally proud of the sophisticated technologies and business operations that we have developed over the years, and the innovative products that have made us the standard bearer in our field. But our real strength lies in our people – creative, industrious people who dare to dream and are passionate about what they do.The Bradford Exchange respects and upholds the requirements under the Accessibility for Ontarians with Disabilities Act (2005), and its associated standards and regulations. We are committed to providing accommodations upon request.While all applications are appreciated, only those candidates selected for an interview will be contacted.Job Type: Full-timeSalary: $49,000.00-$65,000.00 per yearAdditional pay:

• Bonus pay

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Profit sharing
• RRSP match
• Store discount
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Evening shift

Experience:

• Customer service: 3 years (preferred)
• Call center: 2 years (required)
• Supervising: 3 years (required)

Expected start date: 2022-08-26Quick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job

Stay Connected