Reporting to the Site Manager, the Senior Supervisor is responsible for the day to day call centre operations within the assigned lines of business which specialize in providing the ultimate customer experience for various telecom services.
Why Join Us?
Advantage Communications is an outsourced contact centre company operating in both Jamaica and Canada. We’re known as “the nice guys” in the contact centre industry and have kept a relatively low profile in the marketplace over the last 18 years. Advantage has created a culture of reliable and engaged staff that have become ambassadors of our brand. We hire capable and innovative individuals who share in our values and fit within our culture. We want to you to become part of our team.
“The only people we treat better than our clients, are our employees. We love our staff,” Kent MacPhee, President & CEO of Advantage Communications Inc.
SUMMARY
Reporting to the Site Manager, the Senior Supervisor is responsible for the day to day call centre operations within the assigned lines of business which specialize in providing the ultimate customer experience for various telecom services. This role will be accountable for the maintenance and optimization of processes, systems, and performance associated with the assigned lines of business. While taking accountability for process improvement initiatives and performance results the Operations Supervisor will oversee both agent and support teams. They will work in partnership with all members of the management team to sustain and increase business growth, client satisfaction, and employee morale.
Job Duties
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following however other duties may be assigned.
Responsible for the call centre operations within the assigned line of business which includes oversight of both support and agent groups. Also responsible for the oversight of the call centre in the absence of support for other lines of business. Duties include but are not limited to:
* Ensuring the relevant targets and KPIs are maintained within the operational group. (Review of call metrics, NR codes and staffing levels within each department).
* You will be responsible for the completion of associated client reporting and statistical reviews. (You will update client reports and highlight any outstanding deficiencies).
* Attend daily, weekly, and bi-weekly conference calls related to the program. (Speak to client concerns and bring forth constructive solutions).
* Complete team scorecards and ensure that lead time is efficiently used and coaching time is maximized. (Review staffing levels and adjust schedules where required).
* Complete coaching sessions with operational staff to review performance on a weekly basis; establish appropriate development plans providing strategic suggestions for improvement.
* Communicates effectively with team members and liaises with cross functional departments to realize client and employee satisfaction.
* Reviews staff constructive action and coaching plans to ensure appropriate actions are in place to correct behavior and performance issues.
* Complete weekly summary reports specific to each supported line of business.
* Conduct weekly leadership meetings and summarize for the management team.
* Attend pre-planned meetings related to the program on an as-needed basis.
* Works with leadership team to effectively direct change within a growth orientated fluid environment.
* Work closely with all departments to ensure contractual obligations are met and that cost effectiveness, customer satisfaction, and employee morale is always in the forefront.
* Provides reporting as required.
Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES
This position will be responsible for the direction and supervision of up to six (6) direct reports.
Qualifications
KNOWLEDGE AND SKILLS
* Must have excellent leadership, coaching, scheduling, and mentoring skills to effectively communicate, train, and manage staff in the division to deliver a high standard of service.
* Must have strong administration and co-ordination skills and a passion for delivering excellent customer service.
* Must be able to analyze statistics or other data to determine customer service levels and be capable of exercising good judgment with a global perspective.
* Strong computer literacy with proficiency with Microsoft Office (Excel, Word, and PowerPoint).
* Must be able to balance, follow up, and complete projects in a timely fashion; be able to initiate a sense of urgency when necessary.
* Must possess the ability to communicate courteously with customers/clients by telephone, emails and letters and maintain accurate records of discussions or correspondences.
* Must have strong organizational and multi-tasking abilities coupled with excellent analytical and resolution skills whilst displaying a high level of professionalism.
* Ability to work shift work within a 24/7 environment.
EXPERIENCE
* Previous work experience within a supervisory or managerial role in a contact centre or relating environment is required.
EDUCATION
* Bachelors’ degree or equivalent combination of experience and education.
OTHER
* Ability to travel.
* Completion of a police and credit check which meets requirements.
* Satisfactory completion of an Internal Reference Check (Internal applicants only).
About Us
“Our team has created culture of caring within our organization where employees come first. We have a strong and innovative team, one that I am proud to be a part of,” Ryan L. White, Director of Human Resources.
Advantage Communications is a trusted partner in outsourced business solutions for high-growth and Fortune 1000 companies in the telecommunications and banking verticals. Since 1996, the company has developed a strong reputation for creating meaningful jobs, boasting some of the lowest turnover rates in the industry. Advantage has locations in Atlantic Canada and Jamaica providing outsourced technical support, help desk, and customer care solutions for clients across North America.
Visit us on the web at www.advantagecall.com.