Customer Service Supervisor

at  Sleep Country

Company Description
At Sleep Country Canada/Dormez-vous? (SCC/DV), we are inspired every day through our purpose to transform lives by awakening Canadians to the power of sleep and our vision to champion sleep as the key to healthier and happier lives, helping everyone achieve better tomorrows through better tonight’s.
Guided by our values – We CARE About People; We WIN Together; We DREAM Big and We DELIVER with Excellence – we are building on our 28-year foundation of taking care of each other and our customers’ sleep needs, with passion and commitment to be the best that we can be. We invest in our sleep ecosystem, innovative products, world-class customer experience, our communities and diverse best-in-class team to be Canada’s leading sleep partner.
We’re looking for a Customer Service Supervisor to join our growing company and play a key role in our customer experience by ensuring each purchase ends in a smile!
Job Description

As a Customer Service Supervisor, you will provide leadership to our Customer Service Team as well as play a major role in ensuring that customers receive the help they need. We love our employees as much as our customers; which, is why we can guarantee you will feel challenged and at home each and every day!

• Responsible for the day to day direction, coaching, development, and performance management of the Team Leaders and Customer Service Representatives.
• Handle and respond to any escalated calls and provide solutions in a timely manner.
• Drive key business initiatives, identify process improvement opportunities as well as track and review trends to ensure overall department goals are met.
• Tracking and assisting in the preparation and analysis of various monthly reports (call monitoring, property damages, warranty stats, inspections, RTV process, invoicing) and providing team with feedback on performance.
• Handle and respond to any escalated calls and provide solutions in a timely manner.
• Review and make recommendations on current Return to Vendor tracking and identify any trends with our external stakeholders.
• Manage 3PL inspections and update tracking with results.
• Various projects as required.

QUALIFICATIONS

• College Diploma or equivalent.
• A minimum of 3-5 years’ experience in customer service, call-centre or a related field; previous call-monitoring experience would be an assest.
• Demonstrated supervisory or team lead experience, 1-2 years.
• Self-motivated and also someone who is able to motivate a team.
• Strong communication and interpersonal skills.
• Detail-oriented, organized and able to multi-task in fast paced changing work environment.
• Solutions and results oriented and able to deal with conflict and issues in a tactful, diplomatic, and timely manner.
• Strong MS Office Skills, specifically Excel.
• Able to work flexible hours, occasional weekends.
• English mandatory; French is a strong asset.
  Additional Information

• Responsible for the day to day direction, coaching, development, and performance management of the Team Leaders and Customer Service Representatives.
• Handle and respond to any escalated calls and provide solutions in a timely manner.
• Drive key business initiatives, identify process improvement opportunities as well as track and review trends to ensure overall department goals are met.
• Tracking and assisting in the preparation and analysis of various monthly reports (call monitoring, property damages, warranty stats, inspections, RTV process, invoicing) and providing team with feedback on performance.
• Handle and respond to any escalated calls and provide solutions in a timely manner.
• Review and make recommendations on current Return to Vendor tracking and identify any trends with our external stakeholders.
• Manage 3PL inspections and update tracking with results.
• Various projects as required