Guest Contact Centre Supervisor

The Why, the What and the Who...

Are you passionate about delivering an excellent guest experience through every call?

Do you thrive in a fast paced, dynamic environment?

Are you looking for a business that is financially stable and has very exciting growth plans?

If so, then look no further!

The What...

We are looking for a Guest Contact Centre Supervisor to join our team!

Here’s some of what you can expect as part of the role…

• Answer inbound calls 75% of time and where necessary.
• Train/coach/motivate a team of guest service advisors to deliver against agreed KPIs and sales targets.
• Embrace new systems and processes ensuring all team members are kept informed and properly trained for their roles.
• To deliver fun and motivating new team member training when necessary.
• Wholeheartedly support our sales and service mission by addressing any failings swiftly, and managing team member levels according to business needs.
• Monitoring and reporting on team performance on a daily basis.
• Complete team member investigations / HR Meetings when necessary.
• Deliver monthly reviews to all members of the team with clearly defined objectives.
• To communicate information between centres and GCC team when relevant.
• To ensure that all available sales opportunities are maximised in order to achieve the sales targets
• Aim to always exceed customers expectations on every call.
• To ensure all customer complaints are dealt with timely and to an exceptional standard
• Managing all mailboxes daily making sure all customer contacts are dealt with in a timely fashion
• Work towards achievement of KPIs and sales targets

The Who…

To be a successful Guest Contact Centre Supervisor, you’ll have:

• Experience in a call centre role, at team lead/supervisor level
• Great relationship building skills
• Passionate about delivering excellent customer service
• Confident and professional telephone manner
• Great communicator
• Previous sales call centre experience
• Motivated and enthusiastic, demonstrating a desire to over-achieve
• Ability to work on own initiative
• Target driven
• Have a problem solving attitude
• Be a committed team member
• Be flexible and adaptable to different working situations
• Proficiency in MS Office – Word, Excel, PowerPoint
• Bilingual in French as asset