Halifax, NS
Halifax Water is inviting applicants for One (1) Term Full Time Customer Service Quality Supervisor in theCorporate Services Department. Halifax Water believes a diverse workforce positively contributes to its success, and the success of our community. We encourage applications from qualified African Nova Scotians, LGBTQ+ community, racially visible persons, women in non-traditional positions, persons with disabilities and Indigenous persons. Halifax Water encourages applicants to self-identify in the cover letter.
Interested, qualified candidates are asked to submit a cover letter and resume, stating Competition #HW24-212E confirming their interest by 12:00 pm on December 31, 2024.
Responsibilities
- Provides day to day leadership and supervision of staff to ensure a high performance, customer service-oriented work environment that supports achieving optimum delivery of customer service.
- Performs call monitoring to identify staff and customer needs. Analyzes the customers' needs, and utilizes problem-solving skills to resolve issues timely and effectively. Identifies trends and departmental issues.
- Uses quality monitoring data management system to compile, track and evaluate performance at team and individual level. Provides regular feedback, including statistical reports, to the Manager, Customer Care on departmental performance including investigation of customer complaints, and daily coaching activity.
- Assists with the design and development of call monitoring, quality standards and procedures related to the customer contact centre and ensure adherence to those standards by Customer Service Representatives.
- Identifies and designs staff training programs and updates training manuals for the delivery of service. Communicates to staff any changes in processes and/or procedures.
- Recommends, implements and coordinates new procedures to ensure a more efficient and effective operation within the area of responsibility.
- Monitors all types of customer interactions, including telephone, correspondence, and email to assess accuracy and consistency and performance against quality standards and provide the appropriate coaching/development activities to ensure consistency in service delivery and a more efficient and effective operation.
- Provides front line assistance and guidance to staff regarding customer service issues and ensures adequate levels of training are provided. Researches customer concerns and resolve complaints.
- Assists the Manager, Customer Care in the interview and hiring process, and fills in for Manager, Customer Care during absences.
- Responsible for day-to-day scheduling and approving/reporting leaves such as vacation, absences and accidents for reporting staff.
- Compiles, tracks, and produces statistical reports with regard to performance including employee performance, training records, attendance and quality assurance matters.
- As required, supports the implementation of projects and initiatives in order to achieve department objectives.
- Fosters and supports a strong team spirit that supports and motivates team members and encourages development, growth, and a positive environment that supports process improvements.
- Assists the Manager, Customer Care in the assessment of various software packages and discussions with other utilities regarding work practices and procedures.
- Acts as a resource to other departments as it relates to the provision of customer service and integration of business processes which impact provision of customer service.
- Performs other related duties and responsibilities as required.
Qualifications
- Minimum qualifications for this position include a post-secondary degree in business Administration, Commerce, Accounting, or related field; combined with a minimum of 2-3 years of experience in a customer service environment including quality assurance.
Work With Us
Halifax Water invests in its employees by providing competitive salaries, incentive programs, opportunities for advancement, and excellent benefits packages including:
- Pension plan
- Medical, dental and vision benefits
- Paid holidays, vacation, and sick leave
- Family/Employee Assistance Program
- Employee wellness
- Professional development opportunities
- Commitment to providing world-class water, wastewater and stormwater services as leading environmental stewards.
- Opportunity to work remotely
Competition Number:
HW24-212E
Company Website:
http://www.halifaxwater.ca
Share This Job:
