Job description

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

Required profile