Supervisor, Sales Call Centres

POSITION:Supervisor, Sales Call Centres

LOCATION: Work-From-Home

Summary Description

Reporting to the Manager, Call Centre Operations, the Supervisor is ‘hands on’ in the oversight of the Travel Services Call Centre, Membership Sales Call Centre, and Outbound Call Centre

The focus of the position is operational excellence, which will be achieved by supporting the Manager in ensuring call quality; handling escalations; assisting with resolution of technical issues; and other duties as assigned. The incumbent will provide support for their team to meet budgetary and operational goals within the framework established by CAANEO policies and operating procedures.

Duties & Responsibilities

• Support daily operations of the Call Center, including but not limited to, payroll, staff management, scheduling, recruiting, labour relations, customer relations. Outbound call lists.
• Assist Manager to ensure corporate information and product and marketing related information is rolled out and incorporated into daily operations.
• Conduct call reviews, assessing performance against identified criteria, escalating issues to department Manager
• Handle escalations of challenging Member calls and complaints
• Enforce compliance with policies, procedures, and safety regulations; may advise or assist employees in performing duties
• Review timecards, ensuring accurate tracking of staff schedules and time off
• Participate in training new call center staff

Requirements: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Post Secondary degree/diploma in a related field. Travel Agency Certification from a recognized institution preferred.
• TICO certification is required.
• Proven experience of 3 years as a Call Centre Supervisor, preferably in a Sales and/or unionized environment across multiple businesses.
• Competency in strategic thinking and leadership
• Strong abilities in relationship management
• Competency in project management
• Strong teamwork and interpersonal skills
• Strong sales skills and the ability to coach/train others in sales techniques and customer service issue resolution
• Auto Club knowledge and familiarity with AXIS automation is an asset
• Must be willing and able to occasionally attend the office for meetings or other company events

Compensation

• Salary: $50,000 - $60,000
• Annual Performance Bonus
• Health & Dental Benefits
• Pension Plan
• 3 Weeks Vacation
• CAA Membership

Employment is contingent on a successful Criminal Background Check and references.

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

Job Types: Full-time, Permanent

Salary: $50,000.00-$60,000.00 per year

Benefits:

• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Store discount
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Call Centre Supervision: 3 years (preferred)

Licence/Certification:

• TICO (preferred)

Work Location: In person