Call Center Supervisor

Job Description

Call Center Supervisor Are you looking for an exciting and dynamic job in Montréal? Would you like to be part of a team that believes in your potential and a company that will help you advance in your career? This position is for you! We are currently looking for (2) Call Center Supervisors or one of our clients, a company offering comprehensive cost management, claims processing, and medical assistance services. What's in it for you: Annual salary of $62,000 to $68,000 (based on your experience). Full-time permanent position (40 hours per week). Work-life balance: a hybrid role with two days in the office each week. Rotational schedule from Monday to Saturday, with hours that may extend until 8:00 PM. Vacation: Enjoy 3 weeks of vacation per year. Personal time: Benefit from 24 hours in the first year, 36 hours in the second year, and 48 hours thereafter. Employee benefits: The company provides dental and medical insurance and a comprehensive package of benefits, including massage therapy, chiropractic care, etc. Registered Retirement Savings Plan (RRSP): You will have the opportunity to contribute 4% of your salary, and the company will make a matching contribution. Responsibilities: Meeting Customer Expectations (30%) Ensure the rapid, accurate, and complete processing of information. Establish and organize work and resources to effectively meet service standards. Ensure that performance standards are met, and corrective measures are taken when necessary. Produce and analyze daily operational reports by comparing actual performance to objectives. Collaborate with other departments to improve processes and resolve issues. Provide feedback to management on trends and actions taken or to be taken. Ensure the team responds promptly to customer requests. Continuously monitor service quality and levels to ensure a positive customer experience. Develop guidelines and processes to ensure superior service to customers. Identify continuous process improvements to reduce costs and enhance efficiency. Ensure the quick resolution or appropriate escalation of customer complaints. Ensure and maintain adequate staffing to deliver strong service levels. Plan and organize department activities, priorities, and special projects to achieve maximum efficiency and service improvement. Identify, analyze, and resolve problems; involve relevant parties, be open to alternative solutions, and anticipate consequences. Timely inform superiors and other department heads of critical issues. Manage and promote change. Train and Lead a High-Performing Team (40%) Recruit highly performing team members who will add value to the department. Develop employees through training, coaching, motivation, evaluation, and clear ongoing communication of expectations. Retain high-quality staff by rewarding and recognizing highly performing employees. Enforce consequences for employees who do not achieve desired results in a timely manner. Set service objectives, ensure they are effectively communicated to employees, and provide employees with the necessary tools to achieve these objectives. Establish and maintain department measures to ensure productivity and provide ongoing feedback to employees. Continuously communicate audit results to employees. Create a positive and stimulating work environment for employees through communication and motivation. Link individual goals and tasks to department goals to help employees view their work and contributions as important. Execute Strategic Plans to Company Vision (10%) Proactively promote and communicate the organization's strategy and vision regarding the primary assessment team. Ensure that the strategy/vision is well understood by all team members and how it translates into their daily activities. Establish department goals that align with the department's strategy and vision. What you need to succeed: College or university degree with a focus on business. 2 to 5 years of supervisory experience. Bilingual in French and English, both spoken and written. Strong customer service skills; excellent interpersonal qualities and professionalism. Strong planning, time management, and organizational skills. Excellent problem-solving skills; analytical and quick-thinking. Results-oriented individual. Strong knowledge of the insurance sector. Ability to develop a strategy and vision. Ability to prioritize and make decisions. Ability to manage and measure work. Ability to lead large groups of people. Ability to motivate and create a high-performing team; be a leader. Proficiency in Microsoft products. Why Recruit Action? Recruit Action (agency permit: AP-2000003) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted. Job Types: Full-time, Permanent Salary: $62,000.00-$68,000.00 per year Schedule: 8 hour shift Day shift Evening shift Monday to Friday Weekends as needed Application question(s): Can you adhere to the hybrid schedule of two days per week at the downtown Montréal office? Education: Bachelor's Degree (required) Experience: Call center: 3 years (preferred) Employee management: 2 years (required) Language: French (required) English (required) Work Location: Hybrid remote in Montréal, QC H1A 2B6