Supervisor, Technical Support

Description:

Responsibilities of the Technical Support Contact Centre Supervisor include interviewing, onboarding, ongoing training and change management to prepare and motivate a team who is able to provide excellent service to our customers. In addition, the incumbent is responsible for setting objectives, analyzing metrics, ensuring that Cogeco and our team deliver objectives and provide reliable, efficient support for customers. The incumbent must be able to motivate and lead a team improving service quality, efficiency and customer satisfaction. The Technical Support Contact Centre Supervisor will assist in establishing team objectives, develop the team's knowledge of our services, products, process and troubleshooting techniques. The incumbent is a self starter focused on continuously improving the customer and employee experience. With exceptional communication, customer service skills combined with being observant, the Technical Support Contact Centre Supervisor is detail oriented and able to understand the issues our front line team members are encountering and proactively bring forward recommendations to resolve these issues.

RESPONSIBILTIES:

• Provides day to day supervision, coaching, guidance and development of a team of Contact Centre Contact Representatives. Motivates and sets team objectives. Introduces and reinforces product knowledge, telephone skills and sales techniques. Ensures understanding of policies and procedures.

• Responsible for the performance management and deliverables of the team. Ensures adherence to company policies and compliance with departmental standards. Handles disciplinary situations appropriately, including documenting relevant information. Incumbent must set annual objectives for employees under his/her supervision, review them based on any new operational requirements, and administer the Performance Management process. Conducts performance appraisals

• Participates in the development and implementation of new processes and procedures. Develops, administers, and promotes employee incentive programs and in-house promotions.

• Develops and administers procedures to monitor staff and department activity. Ensures service level standards are achieved and adhered to. Conducts internal audits regularly to maximize quality service and productivity of each agent. Generates agent performance and statistical reports for analysis and takes appropriate actions i.e. reward and recognition or performance management.

• Participates in departmental / corporate meetings. Conducts regular team meetings and responds to any action items. Manages time effectively so as to ensure various deadlines and business objectives are met.

• Analyzes and handles agent/customer escalations to identify trends and report information back into the organization with recommendations for process improvement. Reviews, and approves external correspondence as required.

• As a representative of Cogeco’s management team, handles customer and employee matters and/or other escalated issues in a timely manner through collaboration and effective communication skills (skills (both oral and written).

• Provides leadership in change management through positive communication and positive behaviours.

• Supervises the contact center staff in the evening, overnight and weekends as required, covering for absences and vacations for other supervisors.

• Liaises with other departments as required, maintaining an environment that promotes positive communication within the department, fostering teamwork for the organization.

• Promotes supports and enforces Cogeco’s Health & Safety policies and procedures.

• Performs other duties as required.

• As part of his/her function, incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.

• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customer’s needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.