Supervisor, Customer Care Full-time Job

The Supervisor, Customer Care is responsible for overseeing day to day customer care in a call centre environment with a focus on daily targets and deliverables, as well as team leadership.

 

How You’ll Help

• Development of a strong customer focused team, including training, coaching, supporting, and performance development, promoting a positive, open culture and working environment
• Monitoring daily productivity targets and working with staff to make improvements where required. 
• Works with and supports Customer Care Representatives to resolve customer concerns and issues, which may involve collaborating across Company departments and communicating with internal and external stakeholders
• Identify recurring issues and work with the team and managers to implement corrective actions and process improvements
• Other related duties as may be required

 

Your Skills & Experience: 

• Post-secondary education in Business Administration or other relevant field preferred
• Customer service and/or leadership training is a strong asset
• Minimum of 2 years’ experience in a customer service field, preferably in a call centre environment. 
• Experience in transportation is a strong asset
• Strong leadership skills, including the ability to motivate and engage a team to meet departmental targets
• Exceptional customer service focus and relationship building skills
• Must be proficient in MS Outlook, Excel & Word; AS400 – an asset; must possess the aptitude for learning new programs
• Excellent communication skills including the ability to relay information (verbal and written) between several parties 
• Troubleshooting and problem solving skills, the ability to evaluate current situation, respond quickly to changing requirements, execute and escalate accordingly
• Strong organizational and time management skills, including the ability to work under pressure in a fast paced setting
• Ability to multitask and prioritize in a deadline driven environment; appropriate sense of urgency
• Ability to work independently and to collaborate with others to meet customer expectations
• English language skills required
• French language skills a strong asset
• Responsible for the performance and development of a team of Customer Care Representatives (12-15)
• Normally 40 hours per week, Monday to Friday; may be required to work different or additional hours from time to time

From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, Truckload, Residential, Dedicated Fleet Solutions, and Logistics.
We believe our people are our greatest strength. For over a decade, weve been recognized as one of Canadas Best Managed Companies. Weve also been named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.