ABOUT THIS CAREER OPPORTUNITY

Black & McDonald’s Corporate Services Group is growing! If you are a technical and collaborative professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Call Centre Supervisor is located in Markham/Thornhill, ON and typically reports directly to the Call Centre Manager.

The Call Centre Supervisor will support work order creation for FMO and Service Departments to ensure the delivery of high quality facility services. This position will lead a team of 24/7 Central Call Centre Operators who serve customers by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining and monitoring the work database of Computerized Maintenance Management System (CMMS).

  • Manage the call centre work flow and queues, delegate, and respond to calls, emails, PTT, and/or radio requests whenever necessary to ensure SLAs are met
  • Manage the running of a 24/7 high-demand and fast-paced call centre and respond to all emergency incidents
  • Will occasionally need to participate in CCC activities that fall outside of normal business hours; this time will not be eligible for overtime pay
  • Maintain and coordinate the team workflow including managing team notification, coordinating incoming requests, and communication
  • Assist in drafting, updating, and maintaining shift schedules for call centre staff as well as the on-call field staff (FMO/Service)
  • Plan areas of improvement and liaise with management, contract administrators, and managers for which the Central Call Centre provides answering services to
  • Act as a Subject Matter Expert in handling unresolved requests and improving and updating Call Centre processes and procedures
  • Coordinate, motivate, train, and develop call centre staff
  • Deliver hands-on coaching, training, and mentoring to new and existing staff, which includes coordinating and organizing team bonding activities
  • Monitor systems, quality control, and reporting
  • Manage complex or difficult customer complaints or enquiries
  • Maintain and improve call centre operations by monitoring performance and targets for speed, efficiency, and quality; identify and resolve problems; prepare and complete action plans; complete system audits and analyses; managing system and process improvement; and quality assurance programs
  • Audit calls to improve quality, minimize errors, and track operative performance and facilitate follow up where required
  • Record statistics, performance levels of the centre, and prepare reports for management as required
  • Maintain CMMS database including equipment history and status, generation of work orders, monitoring and tracking of unscheduled and open work orders, and overall operation of CMMS system
  • Other duties as assigned

COMPETENCY REQUIREMENTS

  • Communicates Effectively
  • Customer Focus
  • Problem Solving and Innovation
  • Teamwork and Collaboration

EDUCATION REQUIREMENTS

  • Bachelor’s degree in Business Management or similar degree

WORK EXPERIENCE REQUIREMENTS

  • 5–7 years’ related customer service experience or equivalent combination of education and experience

SKILLS, ABILITIES, AND OTHER REQUIREMENTS

  • Due to many mandatory vaccination requirements at client projects / facilities, in order to provide substantial employment by ensuring compliance with our client’s mandates, the successful candidate will be required to validate full vaccination prior to hire.
  • Excellent verbal and written communication skills required
  • Maintain clear and courteous two-way radio, phone, and/or email etiquette
  • Excellent conflict management skills for the purpose of resolving escalated employee and customer complaint issues
  • Proficient in Microsoft Office applications including Excel, Outlook, and SharePoint
  • JD Edwards experience is an asset
  • Perform sensitive and confidential tasks
  • Demonstrated commitment to meeting customer commitments and expectations
  • Highly motivated, efficient, and focused
  • Proven ability to work in a fast-paced, high-volume work environment
  • Comfortable with repetitive tasks with high attention to detail
  • A real team player with the desire and ability to do whatever it takes to get the job done with a “hands on” approach to tasks
  • Result oriented and confident
  • Comply with all company policies and procedures and adhere to company standards

Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.