Customer Service Supervisor Job - Kelowna BC

Company Name:		Everest Recruitment Solutions Inc
Website:		redefiningrecruitment.com
Preferred Start Date:		ASAP
Job Salary:		Competitive
Job Location:		Kelowna
Job Type:		Customer Service Supervisor Job
Job Category:		Administration Jobs

General:

Our client is recruiting for a full-time Customer Service Supervisor for their Provincial Customer Service Centre located in Kelowna. This supervisory role ensures all Customer Service Representatives and scheduling activities are performed within company benchmarks and according to company policy. The CSR Supervisor will recommend, coordinate, and implement policies and procedures with the goal of improving customer satisfaction levels, and the Customer Service working environment. S/he will coach, monitor, and mentor CSRs and Schedulers to improve quality of service.

Roles and Responsibilities:

Supervision of Customer Service team, fulfil the daily functions of call centre operations
Ensures staff effectiveness and adherence to company policies and benchmarks by coaching and disciplining employees; planning, monitoring and appraising job results; conducting training; implementing and enforcing systems and procedures.
Call Escalation: negotiate best possible resolution to customer concerns and issues, escalate to Manager if required.
Seeks to continuously improve the operation of the Customer Service Centre by evaluating processes and workflow, and participating in other quality improvement activities.
Keeps current on company’s primary/preferred product lines by reading product material, participating in product training, and attending educational workshops.
Helps plan for customer service improvements by participating in planning processes as required.
Other duties as required.

Mandatory Skills/Experience/Qualifications:

2 years+ supervisory or team leading experience for a team of 5 or more.
2 years+ customer service, logistics coordination and scheduling background.
Strong PC skills including a high level of competence with Microsoft Office.

The following would be an asset:

College diploma in business or office administration.
Staff development, training and motivation experience.
Office administration experience including accounts receivable, payables, and budgeting, staff development & training.
Experience as a Call Centre / Customer Service Supervisor or a Call Centre / Customer Service Team Leader.
Strong understanding of following and improving business processes.