Call Center Supervisor

Winnipeg, Canada Full Time

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Position: Call Center Supervisor

Required by: ASAP

Status: Full Time

Location: 490 Lucas Ave, Winnipeg, MB

Schedule: 4 on, 4 off, recurring shift. May work an 8PM to 8AM or 6PM to 6AM shift as required. Must be flexible to work various shifts as needed.


Reporting to the Fleet Administrative and Winnipeg Shop Fleet Managers, the Call Center Supervisor leads the team responsible for assisting Canada Cartage staff throughout the provinces of BC, AB, SK, MB, ON & QC with transportation troubleshooting and support.



Responsibilities:

  • Assist in the recruitment and hiring of individuals that will be key players in the success and growth of the Call Center team

  • Complete daily/weekly calls/communications and successfully build strong partnerships with internal and external customers.

  • Lead a team of 4 representatives, providing daily coaching and motivation

  • Ensure that team members are hitting daily/weekly and monthly quota

  • Complete performance appraisals on all direct reports.

  • Improve, develop and grow customer commitments.

  • Listen to calls and perform other quality assurance activities

  • Regularly conduct one-on-one sessions focused on professional development

  • Administer performance reviews and take disciplinary action as needed

  • Maintain detailed records of employee schedules, attendance, and vacation

  • Address any escalated customer issues

  • Other duties as required


Qualifications:

  • Must have previous management/supervisor experience

  • Minimum 4 years of customer service experience required

  • Service Writer experience preferred

  • Mechanical background experience in the Trucking Industry preferred

  • Strong knowledge of Microsoft Office (Word and Excel) products.

  • Experience with Transman and Road Service Module an asset

  • Ability to function in a fast-paced work environment and tolerate stress.

  • Ability to plan and organize, attention to detail, problem-solving skills.

  • Excellent oral and written communication skills.

  • Previous call center experience an asset

  • Must be an active listener and help resolve customer inquiries

  • Minimum keyboarding skills of 35 WPM and 5,000 keystrokes per hour required

  • Excellent interpersonal skills; personable with strong conversation etiquette

  • Strong written and verbal communication skills; proven ability to clearly articulate information in English to all demographics by telephone.


If you meet the above qualifications, please complete the online application and submit your updated Resume and/or Cover letter.

We would like to thank all those expressing an interest in this position; however only the candidates selected for an interview will be contacted.


Committed to employment equity, Canada Cartage Systems LP encourages applications from Aboriginal people, members of visible minority groups and women

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