Call Center Supervisor, Cecil

POSITION SUMMARY The Call Center Supervisor is responsible for supervising, mentoring, and motivating a team of customer service representatives and will be actively involved in daily operations and resolving complex customer issues. MAIN RESPONSABILITIES Ensure customers receive high-quality support in response to their inquiries, issues, or complaints.Train new team members and organize development sessions for existing staff. Manage schedules, performance reports, and staffing needs. Resolve complex or escalated issues brought up by team members. Implement and enhance processes to maximize operational efficiency. Oversee the use of customer relationship management (CRM) tools and systems.Acts as a communication link between customers and the sales department to address customer inquiries Oversees the distribution of work among customer service agents and determines priorities Participates in improving existing procedures to optimize the service offered to customers Performs other customer service-related tasks.REQUIRED SKILLS AND QUALIFICATIONS Education / Experience / Certification Minimum of High School Diploma Minimum of 3 years of experience in a similar role in customer service management. Experience with various telemetry products (an asset) Proficiency in Microsoft Office Suite (Word, Excel, Outlook)Knowledge Knowledge of IT systems, ERP systems Knowledge of the manufacturing sector (an asset) Skills and Abilities Proven organizational skills, problem-solving abilities, and strong attention to detail Excellent written and verbal communication skills Strong time management and task prioritization skillsAbility to handle multiple tasks simultaneously in a fast-paced environment Strong leadership skills, personable, resourceful, and versatile Autonomy, initiative, and a strong sense of responsibility