Call Center Supervisor

at  Appleone

DESCRIPTION

We are currently hiring a Supervisor for our client in Ottawa! Please read the entire ad before applying.
Position Summary
The Supervisor leads a team of 15 to 25 staff who handle a variety of calls. The Supervisor is responsible for delivering departmental strategic outcomes, coaching/mentoring, employee development, driving performance and attendance management outcomes, and participating in internal and external projects and initiatives.
The role requires solid leadership and technical competencies to ensure Service Level targets and departmental key performance indicators (KPI’s) are met. Tight deadlines along with detailed client deliverables require the supervisor to manage several streams of work with agility and confidence, and to utilize a diverse competency profile to motivate employees within a high performance culture.

Your typical week:

• Lead the workforce in order to meet SLR’s and SLO’s, enhance employee engagement and performance, communicate and execute business goals, all within a high performance culture.
• Assign workflow and oversee departmental activities for effective utilization of resources and systems.
• Identify opportunities for improvement and work with the Continuous Improvement agents to lead change.
• Customer focus: ensure strong business relationships are built internally and externally while working on daily activities and project-related initiatives.
• Play a key role in change management by encouraging innovation and creativity.
• Implement goals: create individual and team goals, while at the same time advocating employee empowerment and accountabilities.
• Lead the workforce to contribute to a positive workplace and to the growth of a successful business.
• Other duties as required

What you offer us

Knowledge, Skills and Ability

• Recruit, select and hire individuals most qualified to perform the requirements of each position.
• Provide leadership to ensure Quality Assurance goals are met.
• Monitor, track and report a designated number of Quality Assurance checks for each employee, each month.
• Initiate appropriate timing and phases of the performance management continuum:
• Identify high-performing/high-potential employees and facilitate development through “stretch assignments” or other employee development strategies available.
• Ensure compliance with daily/weekly/monthly workflow schedules (see Workflow Streams Per Department).
• Investigate and resolve employee/client escalations regarding business policies or procedures.
• Report system failures immediately and, when appropriate, temporarily change processes to ensure SLR’s are met.
• Review policies and procedure documents and make recommendations for updates due to procedure or policy changes.
• Perform all supervisory duties in accordance to human rights standards and effective management principles, in a manner that fosters productive employees.
• Initiate and act on ideas, and generate solutions that benefit your team, department, and company. (i.e., analyze and resolve root causes of performance inhibitors, recommend resource changes, recommend process changes).
• Communicate verbally and in writing clearly and concisely, with an appropriate tone and message.

Other

• Must clear Federal Reliability Security Clearance
• Must be able to work between the hours of 5:30am-9:00pm

Pay rate:
$30 per hour

ADDITIONAL SKILLS

(none specified)

Please refer the Job description for details