Join our dynamic team at OneTouch Direct, a leader in providing comprehensive contact center solutions to Fortune 500 companies. We pride ourselves on delivering exceptional service while cultivating a supportive and engaging workplace culture. We are currently seeking an experienced Call Center Supervisor to oversee our operations and be a pivotal part of our continued growth.

As a Call Center Supervisor, you will be responsible for managing a team of customer service agents, ensuring optimal performance, and maintaining high levels of employee engagement. You will play a crucial role in driving key performance indicators and contributing to our mission of excellence in service delivery.

Key Responsibilities:

• Lead and supervise a team of call center agents, ensuring adherence to policies and optimum performance.
• Daily interactions with client with high expectations and minimal errors
• Expectation to handle calls during high volume times
• Ability to thrive in a fast pace and high intensity environment
• Monitor, analyze, and report on team performance metrics, identifying areas for improvement.
• Conduct regular coaching sessions and training to foster employee development and motivation.
• Develop and implement strategies to achieve performance targets and enhance operational efficiency.
• Ensure high levels of customer satisfaction through effective management of delivery service.
• Handle escalated customer queries and resolve complex issues as they arise.
• Collaborate with upper management to align departmental goals with organizational objectives.

Requirements

• Must live in Southern Ontario region
• 2+ years of supervisory experience in a call center environment
• Strong leadership and team management skills
• Exceptional verbal and written communication abilities
• Ability to analyze data and make informed decisions
• Knowledge of call center operations and metrics
• Proficiency in call center management software and Microsoft Office

Benefits

• $4 language premium
• Great pay. Hourly base salary + benefits!
• Paid training & development
• Benefits: Health Care Plan (Medical, Dental & Vision)
• Culture. Diverse, welcoming culture with Employee Resource Groups and positive upbeat work environment