- Where
- Cumberland, MD · Uniontown, PA · Morgantown, WV · Rochester, NH · Columbus, OH · Altoona, PA
- Level
- Mid
Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.
Time Type:
Regular
Job Description :
POSITION SUMMARY: In accordance with established procedures, this position is responsible for supervising a team of Customer Contact Centre Representatives, to ensure an optimal level of quality customer service. Represents Cogeco in the handling of escalated customer contacts and ensures escalations are resolved in a timely and professional manner. In addition, is responsible for ensuring representatives are promoting Cogeco’s full range of services and maximizing sales opportunities. The incumbent is responsible for maintaining the highest level of customer satisfaction and retention.
KEY RESPONSIBILITIES
Provides day to day supervision, coaching, guidance and development to a team of Office of the President, social media agents within the contact centre. Motivates and sets team objectives.
Introduces and reinforces product knowledge, telephone skills, retention and customer deescalation skills.
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.
Supervise le personnel du centre de contact en soirée, durant la nuit et les fins de semaine, selon les besoins, afin d’assurer une couverture sur toute la plage horaire opérationnelle ; remplace également les autres superviseurs ou gestionnaires en cas d’absence ou de congé, au besoin.
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, the incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility while seeking the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and…