Call Center Supervisor

  • FLOFORM
  • Winnipeg, MB, Canada
  • 13 Jan, 2018
Permanent - Full time Call Center CustomerService

Job Description

Job Description Description

Call Center Supervisor (Evenings)

Are you ready to join a growing and successful organization? Are you interested in doing your part to represent and promote a brand that homeowners trust? This may be the position you have been waiting for!!

Headquartered in Winnipeg with 14 branches and four manufacturing facilities located in Western Canada and the Pacific Northwest, FLOFORM Countertops manufactures, sells and installs over 20,000 premium surface countertops a year. Established in 1961, FLOFORM is proud to be one of Canadas Best Managed Companies.

We are presently seeking an upbeat Call Center Supervisor (Evenings)for our NATIONAL CALL CENTER in Winnipeg.

The successful candidate will:

  • Have 1-3 years Call Centre leadership experience
  • Have the ability to coach, train andmotivate employees
  • Have advanced computer skills with experience using Microsoft Office products, CRMs, and ability to learn other software programs
  • Have the ability to handle challenging situations with diplomacy and respect
  • Be available for Evening shifts Monday Friday, 1::00pm, and rotational Saturdays 9am 5:30pm.

Duties and Responsibilities:

This individual will be responsible for:

  • Manage service levels as floor support (10 calls per CSR/hr, 1.5 booked appointments as 2 legged and 90% booking overall rate)
  • Create daily work and task for each CSR
  • Maintain and coach CSRs to quality standard in accordance with call center metrics by ensuring Quality Assurance (QA) is meeting min 10 calls per week per CSR and 100% script adherence
  • Answer in-bound calls regarding booking estimates Handle escalated customer complaints, investigates concerns and resolves issues
  • Be available for Evening shifts Monday Friday, 1::00pm, and rotational Saturdays 9am 5:30pm.

FLOFORM is proud to offer the successful candidate

  • Competitive Wages
  • Medical and dental benefits
  • Opportunity to participate in our employee profit share program
  • Bonus and Incentive Program

FLOFORM Countertops offers a positive and fun working environment that rewards those who share in our mission: To consistently provide our Customers the best countertop purchasing experience available.

We are an Equal Opportunity Employer.

Company Description Headquartered in Winnipeg with 14 branches and four manufacturing facilities located in Western Canada and the Pacific Northwest, FLOFORM Countertops manufactures, sells and installs over 20,000 premium surface countertops a year.