Reporting to the Manager, Call Centre, the Supervisor, Call Centre is responsible for agent floor 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.
TASKS & TARGETS:
The Supervisor will conduct a minimum of 1 direct one-on-one conversation with each member of their team per month
The Supervisor of the Agents will take a minimum of 6-10 live front line calls per month and will also coordinate to ensure that each Lead will also take 6-10 live front line calls per shift
The Supervisor will listen and provide feedback to both a live and recorded call of a different Agent and/or Lead per shift
The Supervisor will directly handle level 2 customer escalations whenever support is requested by a Lead
DUTIES AND RESPONSIBILITIES:
Demonstrate influential people-oriented leadership and support
Drive positive agent engagement in a remote virtual work environment
Directly supervise a team of remote Call Centre agents, ensuring availability compliance to service level expectations, productivity and customer service and quality requirements (KPI’s)
Empower agents to deliver a first call resolution priority objective
Provide and document performance feedback through regular one-on-one discussions, coaching sessions, performance reviews, goal setting and deficiency management
Prepare and deliver monthly performance scorecards to agents
Recognize and reward distinguished agent performance contributions
Conduct agent call handling quality checks, routine monitoring and deliver feedback to drive customer satisfaction (CSAT) improvement
Review call centre performance statistics throughout the day and, as needed, make tactical decisions to affect immediate changes based on dynamically changing operating environments
Support call queues when necessary and direct Call Centre Leads to take calls as dictated by performance statistics throughout the day
Handle escalated customer issues as needed
Remain fully current on all operational process and procedures including policy and tariff regulations
Act as a key contact in deployment of emergency response
According to a set plan, regularly measure each agent’s compliance to Porter’s standard call centre operating procedures
Monitor agent telephony and adherence to call standards and generate telephony reports as required
Optimize the use of available technologies and workforce management techniques to improve call handling efficiency and effectiveness
Ensure all telephony and computer equipment is maintained and accounted for
Support Call Centre scheduling by reinforcing expectations surrounding agent shift bids, drops, trades, time-off and payroll updates
Assist with the recruitment of new staff that may include but not limited to reviewing resumes, conducting phone screens, scheduling and conducting interviews
Collaborate with the Training Specialist and participate if required, in agent training delivery
Determine procedural needs and make recommendations to improve efficiencies and streamline workflow
In collaboration with the Manager, Call Centre, identify and resolve people management issues as they arise
Problem solve effectively utilizing a solutions oriented can-do approach
Champion change management
Maintain strict adherence to Porter’s Code of Business Conduct
Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
Any other duties as required by the Manager, Call Centre
Professionalism: Dealing with high touch executive inquiries and escalations
Maintain confidentiality at all times: In this role you will have access to sensitive information
Excel and PPT: Spreadsheets and Presentations are part of the role. You will need to be very proficient in both.
Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
Teamwork: Working collaboratively with others to achieve organizational goals.
Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Successful candidates will be enrolled in a virtual training program during their onboard period into the role, with all required computer equipment provided in advance of the effective start date.
Proficient in all Google Office products including GMail
Proficient in Excel and other MS products
Positive customer-focused attitude, excellent organizational skills and attention to detail
Strong written and verbal communication skills and grammatical accuracy is a must
Ability to maintain concentration and work effectively within a fast-paced, open-concept environment
Superior relationship management practices with internal and external customers
Mandatory COVID-19 vaccination
Must have a work area designated at your residence that is in a private and quiet area away from others in your residence and without noise and visible distractions including desk, chair and appropriate hard wired high speed internet connection