Reporting directly to the Contact Center Manager, the Contact Center Supervisor is responsible for overseeing the day-to-day operations of CAA Atlantic's Contact Center operations, ensuring a high standard of service delivery to Members. This role involves supervising a team of contact center representatives, managing performance, and driving operational excellence. The ideal candidate will demonstrate leadership, problem-solving skills, and a strong commitment to member satisfaction.
Working Conditions:
- This role may require occasional evening or weekend shifts to ensure operational coverage.
- The position operates in a fast-paced contact center environment with a focus on meeting service delivery goals.
- Travel will be required
- Ability to attend and conduct presentations
- Manual dexterity required to use desktop computer and peripherals
- The Contact Center is open 7 days a week, 365 days a year. Operating hours are 6:00AM to 11:00PM AST.
- Overtime as required
Team Supervision & Leadership:
- Lead, coach, and support a team of contact center representatives to meet and exceed performance goals.
- Conduct regular one-on-one meetings and team huddles to provide feedback, recognize achievements, and address performance gaps.
- Create and maintain a positive, collaborative, and results-driven work environment.
- Develop and execute training and development plans to enhance team capabilities with a focus on quality assurance.
Operational Excellence:
- Monitor daily contact center operations, ensuring efficient workflows and adherence to service level standards and departmental goals.
- Oversee scheduling and resource allocation to maintain optimal coverage during peak times.
- Analyze call volume patterns and implement strategies to improve response times and member satisfaction.
- Ensure compliance with organizational policies, procedures, and standards.
Member Service & Quality Assurance:
- Promote a culture of member-first service, ensuring all interactions align with CAA's values and commitment to excellence.
- Monitor calls, emails, and other interactions to assess quality, provide coaching, and identify training opportunities.
- Resolve escalated member issues effectively and promptly, taking ownership of complaints and ensuring resolution.
Reporting & Analytics:
- Track and report on key performance indicators (KPIs) such as average handling time, member satisfaction scores, and first-call resolution rates.
- Identify trends and opportunities for improvement through data analysis and present recommendations to the Contact Center Manager.
- Collaborate with the Contact Center Manager on strategic initiatives and process improvements.
Technology & Tools Management:
- Support the implementation and use of contact center technologies, including IVR systems, CRM tools, and workforce management software.
- Troubleshoot technical issues and collaborate with IT to minimize disruptions to operations.
Education & Experience:
- Post-secondary education in business administration, customer service, or a related field preferred.
- A minimum of 2-3 years of experience in a contact center environment, with at least 1 year in a leadership role.
- Experience in performance management, coaching, and team development.
Skills & Competencies:
- Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
- Excellent communication skills, both verbal and written.
- Analytical mindset with the ability to use data to drive decisions.
- Problem-solving and conflict resolution skills.
- Proficient in contact center tools and technology, including CRM systems and workforce management software.
Preferred Qualifications:
- Experience in project management or process improvement initiatives is an asset.
- Familiarity with CAA services and membership offerings is a plus.
Find out more about life at CAA Atlantic by watching this short video on YouTube: Hidden Gems: Working at CAA Atlantic
To learn more about the CAA Atlantic employee experience visit our Careers Pages:
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