Supervisor, Office of the President and Social Media

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.

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 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.
  

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

• College Diploma or combination of equivalent education and experience required.
• University degree preferred.

WORK EXPERIENCE

• 5 years call centre/customer service experience in a call centre environment with at least 2 years demonstrated experience at the supervisory level.

SPECIFIC COMPETENCIES

• Demonstrated understanding of internet, computer systems, CATV technologies, and customer databases, and products relevant to the business.
• Extensive knowledge of TCP/IP stack configuration, and Windows 95, 98, 2000, XP, Apple Mac, and Windows NT.
• Extensive knowledge of browser and e-mail setting 
• Developed troubleshooting, coaching, problem solving, facilitation, and conflict resolution skills to effectively resolve employee and customer issues. 
• Demonstrated interpersonal and organizational skills with the ability to effectively manage multiple conflicting priorities and a team of 18 or more representatives. 
• Demonstrated customer service skills and strong written and verbal communication skills.
• Detail oriented with demonstrated technical troubleshooting skills and the ability to assess impact of decisions.
• Ability to establish good working relationships with others.
• Self-motivated. Takes initiative in identifying and resolving problems independently.  Monitors own work for quality.
• Working knowledge of MSOffice applications (Word, Excel) and google suites.
• Working knowledge of call centre operational procedures. Technical understanding of various technologies and call centre applications including: telephone switch technology, mainframe customer billing applications/databases, workforce management applications, call tracking applications, IVR, information systems, and broadband communication networks is preferred.
• Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts in a 24/7 environment including days, evenings, weekends and general holidays.  Hours of work are subject to change as business needs evolve.

PHYSICAL DEMANDS AND VISUAL ACUITY

• n/a

NOC CODE :  

At Cogeco, diversity is an essential asset to our organisation’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflect the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at [email protected]