Support Center Supervisor
Threshold Financial Technologies Inc. is Canada’s leading provider of ABM network management and transaction processing services to financial institutions and retailers, and is consistently at the leading edge of the industry, both in terms of technology solutions and customer service. Threshold’s team is comprised of experienced, dedicated individuals who believe in making a difference.
The Support Centre Supervisor will carry out leadership responsibilities including supervising and coaching staff, recruiting, payroll and Employee paperwork submissions, overseeing training and development, establishing objectives, Employee relations and day-to-day performance management. Ensures Employees are trained on proper use of all required systems and assists the Support Centre Manager in making adjustments to improve customer service. Oversees the day-to-day customer service operations, ensuring the customer service team is professionally addressing the ongoing customer needs in a timely fashion, and ensuring that maximum equipment uptime is achieved.
Responsibilities:
• Manages the support teams responsible for incoming and outgoing calls, supported through the Operations Support Centre
• Monitors centre performance to ensure quality and service goals are met using defined reporting metrics
• Evaluates Employee performance based on assessment of individual’s work and achievement of performance goals
• Discusses performance with Employees, provides feedback and addresses performance-related issues as part of the Employee development process
• Guides department staff by providing the necessary direction and ensuring required training is delivered
• Performance measurement of the Operations Support Centre using statistical measuring tools
• Ongoing Employee development use of formal and informal training programs
• Manages departmental resources through effective recruiting, scheduling and organization
• Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
• Communicates organizational, department and individual objectives and accountabilities to subordinates
• Ensures the timely resolution of customer complaints and ensuring positive customer relations are maintained
• Recommends and implements changes designed to improve customer service while controlling or reducing the resources used
• Manages and reports on the performance of the team ensuring that service delivery is highly professional, effective and efficient
• Responsible for achieving service standards as per client contract(s).
• Assists in business planning, budgeting and finance strategies for the department
• Management of customer service staff including during multiple shifts; responsible for shift scheduling, and performance and audit of inquiries process and management
• Develops and implements operating policies and procedures
• Assists site manager to forecast centre needs and expectations
• Assists in the development and maintenance of standards of operations
• Provision of on-call coverage for escalation of critical network issues; on call coverage is 7/24 and rotated among several Managers
• Conformance to company’s quality and change management systems
• Other duties as assigned
Education
Post Secondary Education
Experience
Minimum of 5 years Call Centre experience, with at least 2 years in a team
lead role, with up to 20 Operators in a 24/7 environment
Demonstrated success servicing key Corporate and/or Financial Institution
clients
Knowledge of contact centre technologies such as IVR, trouble ticketing systems, ACD, etc.
Experience developing and implementing contact centre procedures
Experience in analyzing data, monitoring trends and developing action plans to address areas of concern
Proven ability to operate effectively in a fast-paced, change-oriented environment
Experience of transaction processing and ATM environment an asset
Threshold is an equal opportunity employer. While your interest is appreciated, only those selected for an interview will be contacted. No telephone calls please. Threshold offers a competitive compensation package including benefits and a company matched RRSP plan; Employee Assistance Program; an on-site workout room and a caring company culture.
Email: xxxxxxx@xxxxxxxxx-xxx.xxx
Fax: (905) 678-2912
www.threshold-fti.com
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