Supervisor, Contact Centre - CAA Manitoba - Manitoba Customer Contact Association

Supervisor, Contact Centre - CAA Manitoba

Description

As Canada's largest Automobile Association, we are passionate about keeping our Members safe-- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward.

Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development-- and we regularly recognize their achievements and outstanding results.

We work hard and play hard. We're about doing what's right, and feeling good about it.

Our Contact Centre is seeking a career minded and passionate Supervisor to provide leadership for our front line staff.

In this role you will be responsible for monitoring the day-to-day operation of the CAA Contact Centre ensuring the productivity, scheduling, verifying and monitoring payroll information, absenteeism records, and adhering customer service and department goals such as service levels, abandonment rates, ASA, AHT and resolution targets are met. You will also monitor departmental activity, member relations, member recovery and productivity statistics with a focus on continuous improvement and corrective action.

In addition, you will be responsible for responding to Members or staff regarding problems with CAA Products and Services, and take action to investigate, process, and resolve the situations.

From a leadership perspective, you will be responsible for recruitment, onboarding, training, performance managing and empowering team members to achieve an “exemplary customer experience” with emphasis on quality

Requirements

  • 3-5 years of leadership experience, and customer service experience
  • Working knowledge of Microsoft Windows and Microsoft Office applications
  • Strong decision making skills
  • Post-secondary education completed, certificate of Applied Management preferred
  • Call center experience is required
  • Knowledge of Travel Insurance

We are an equal opportunity employer and are committed to providing employment accommodations. CAA Club Group will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs

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