Call Centre Supervisor

LFL Group

Job Location:

Edmonton - Canada

Monthly Salary: Not Disclosed

Posted on: 3 days ago

Vacancies: 1 Vacancy

Job Summary

Is this job for you

Looking for a leadership role where your skills help deliver exceptional customer experiences and open doors to future opportunities across Trans Global Service The Brick and LFL Group

WELCOME HOME!

As a Call Centre Supervisor at Trans Global Service (TGS) you will lead the daily operations of a call centre team focused on appliance repair and customer support.

This is a hands-on operations leadership role responsible for coaching agents onboarding new hires managing schedules and driving service performance in a fast-paced environment.

This role is ideal for a call centre leader who is ready to take ownership of team performance training and day-to-day operations.

About Trans Global Service

Trans Global Service (TGS) is the service organization of LFL Group Canadas largest retailer of furniture appliances and electronics.

With more than 300 team members across Canada TGS provides appliance and furniture repair installation and assembly services for LFL customers manufacturers extended warranty companies and consumers.

Responsibilities

Lead coach and support a team of call centre agents to deliver consistent high-quality customer service
Train and onboard new hires ensuring successful ramp-up and ongoing development
Monitor KPIs and provide regular coaching and feedback to improve individual and team performance
Manage daily service levels queues and workflow to meet operational and customer expectations
Handle escalated customer and store issues to ensure timely and professional resolution
Identify service challenges and improvement opportunities; collaborate with leadership on process and training enhancements
Support inbound and outbound calls during peak periods as needed

Operational Leadership Responsibilities

Develop and maintain agent schedules to ensure adequate staffing levels and achievement of service targets
Process payroll and review timesheets to ensure accurate and timely compensation
Coordinate vacation requests leaves of absence and shift changes while maintaining operational requirements
Prepare performance reports and support service level reviews (internal and customer-facing)
Act as a key liaison between customers internal teams and field service operations

Qualifications

1 year of call centre or customer service experience required
Previous leadership senior agent or coaching experience preferred
Strong communication skills (verbal and written)
Ability to coach train and develop employees in a fast-paced environment
Strong problem-solving skills and ability to manage competing priorities
Experience working with performance metrics and driving team results
Proficiency with MS Office and call centre systems
Flexibility to support some Saturday shifts on a rotational basis
Bilingual (English/French) is a strong asset

Why Trans Global

A flexible and comprehensive benefits package including paid vacation extended health/medical dental vision care life and disability insurance RRSP matching subsidized transit passes and an on-site gym.
Work-life balance: our call centre is open MondayFriday 7am 5pm and Saturdays 7am 3:30pm. This role is primarily weekday shifts with one Saturday per month on a rotational basis.
Modern workspace: brand-new office in NW Edmonton with natural light and collaborative spaces.
Career Growth: TGS opens a multitude of future career opportunities both inside TGS as well as at The Brick and other LFL Group divisions.
Employee discounts on TGS services Brick products and with partner companies such as mobile phones fitness centre insurance hotels car rentals auto service and many more.
Free Parking: on-site parking for your convenience.

At TGS youll be part of a growing national service organization where strong leaders can make an immediate impact on team performance customer experience and operational results.

Apply today and take the next step in your leadership career with TGS and LFL Group.

Trans Global is committed to fair and accessible employment practices and will accommodate people with disabilities throughout the recruitment application and selection process. If you require an accommodation at any stage of the process please let the hiring manager know or reach out to

Required Experience:

Manager

Is this job for youLooking for a leadership role where your skills help deliver exceptional customer experiences and open doors to future opportunities across Trans Global Service The Brick and LFL GroupWELCOME HOME!As a Call Centre Supervisor at Trans Global Service (TGS) you will lead the daily op...