Supervisor, Contact Centre

The Opportunity

Position Purpose:

The Supervisor, Contact Centre provides front line leadership and support to the Contact Centre team in a contact centre environment. This position monitors daily activities, including all customer interactions and contact quality to ensure consistent standards of operation, excellent customer service and optimal performance levels. 

Key Responsibilities/Accountabilities:

• Provides leadership and guidance to the Contact Centre team
• Plans, organizes and supervises the activities of the operational unit including daily activities and Quality Assurance
• Reviews and analyzes department reports on daily, weekly and monthly basis
• Monitors, analyzes and reports monthly OEB RRR statistics in effort to achieve or exceed established service level and quality assurance standards
• Plans staff scheduling and workforce resource utilization
• Responsible for achieving quality and productivity targets
• Manages key customer service metrics
• Responds to escalated customer concerns (call queue, e-mail, on-line inquiries, chat social media etc)
• Communicates any changes to policies and procedures to Contact Centre staff
• Assists in resolving customer enquiries by providing second level response to escalated customer calls in queue and completing customer call backs in a timely manner
• Utilizes advanced level tools & methods in resolving escalated inquiries
• Evaluates and recommends various technological changes to improve the customer service process
• Manages Supervisor queue to ensure adequate support for team members
• Develops recommendations to improve operational efficiency and customer service, and implements changes as required
• Stays well informed on related industry issues, especially government and regulatory policies, and maintains a network of industry stakeholders
• Provides coaching, development, performance management, technical guidance and advice
• Provides input into department goals and objectives
• Leads and/or participates in department projects and key initiatives to ensure quality and timely completion within budget
• Researches, recommends and implements new or enhanced policies, procedures and processes to improve operational effectiveness
• Ensures compliance to legislative, regulatory and Health & Safety policies, procedures and standards
• Performs other duties as assigned 

Qualifications, Knowledge, Skills and Competencies:  

Education & Specialized Knowledge

• College diploma or university degree in business administration or a related discipline or equivalent knowledge and experience
• Advanced knowledge of customer care practices and policies in a Contact Centre environment
• Demonstrated Knowledge of all Customer Service functions for both electric and water services
• Proficiency with Customer Information Systems (multi-service electric and water), Interactive Voice Response (IVR) Systems, and chat and social media customer channels: CC&B and Five9 experience is preferred,
• Understanding of the energy and utility industries, including a fundamental knowledge of electrical distribution systems
• Thorough knowledge of regulatory and governmental requirements (OEB, IESO Rules and Regulations, PIPEDA and OHSA)
• Expertise with MS Office applications, including excel, word, powerpoint, MS Teams and Outlook 

Experience

• Minimum 5 years’ experience in a Customer Service role including technical/business operations and administration of Customer Care programs
• Demonstrated experience coaching and mentoring staff, including implementing QA programs in a Contact Centre environment.
• Experience in a unionized utility environment an asset 

Skills/Abilities/Competencies

• Excellent customer service and interpersonal skills
• Strong ability to lead change and engage, develop and motivate teams
• Strong analytical and problem-solving skills with the ability to provide practical and/or innovative solutions
• Excellent written, verbal and presentation skills, with the ability to convey information accurately and concisely
• Ability to plan, prioritize and execute multiple projects and initiatives within established timelines  
• Must hold and maintain a valid class “G” driver’s license 

How to Apply

If you would like to be considered for this position and meet the qualifications, please submit your resume by visiting our Careers page at https://www.alectra.com/careers.

Should you have any questions regarding this opportunity, or need assistance in applying for the posting, please send your inquiry to careers@alectra.com. 

You can also submit a resume for us to keep on file and review as new opportunities arise that might be the right fit for your skills and experience.

Alectra is an equal opportunity employer and is committed to providing a recruitment process that respects the dignity and independence of all candidates. Should you require accommodation at any stage in the recruitment, assessment and selection process please consult with Alectra’s People Team.

We thank all applicants for their interest in a career with Alectra. Only those selected for an interview will be contacted.

July 20, 2021