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.
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
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