Competition #
HW24-212E
Title
Customer Service Quality Supervisor
Department
Corporate Services
Primary Function
- Under the direction of the Manager, Customer Care the Customer Service Quality Supervisor is responsible for the day-to-day provision of customer service, coordination and supervision of customer service representatives in the customer contact center, appointment scheduling, quality assurance and call monitoring. The Customer Service Quality Supervisor will be a first point for call escalation, and ensures the provision of outstanding customer service to internal and external customers by developing, documenting and maintaining business processes for quality assurance, call monitoring, and CSR training and coaching
Duties & Responsibilities
- Provides day to day leadership and supervision of staff to ensure a high performance, customer service-oriented work environment that supports achieving optimum delivery of customer service.
- Performs call monitoring to identify staff and customer needs. Analyzes the customers’ needs and utilizes problem-solving skills to resolve issues timely and effectively. Identifies trends and departmental issues.
- Uses quality monitoring data management system to compile, track and evaluate performance at team and individual level. Provides regular feedback, including statistical reports, to the Manager, Customer Care on departmental performance including investigation of customer complaints, and daily coaching activity.
- Assists with the design and development of call monitoring, quality standards and procedures related to the customer contact centre and ensure adherence to those standards by Customer Service Representatives.
- Identifies and designs staff training programs and updates training manuals for the delivery of service. Communicates to staff any changes in processes and/or procedures.
- Recommends, implements and coordinates new procedures to ensure a more efficient and effective operation within the area of responsibility.
- Monitors all types of customer interactions, including telephone, correspondence, and email to assess accuracy and consistency and performance against quality standards and provide the appropriate coaching/development activities to ensure consistency in service delivery and a more efficient and effective operation.
- Provides front line assistance and guidance to staff regarding customer service issues and ensures adequate levels of training are provided. Research customer concerns and resolve complaints.
- Assists the Manager, Customer Care in the interview and hiring process, and fills in for Manager, Customer Care during absences.
- Responsible for day-to-day scheduling and approving/reporting leaves such as vacation, absences and accidents for reporting staff.
- Compiles, tracks, and produces statistical reports with regard to performance including employee performance, training records, attendance and quality assurance matters.
- As required, supports the implementation of projects and initiatives in order to achieve department objectives.
- Fosters and supports a strong team spirit that supports and motivates team members and encourages development, growth, and a positive environment that supports process improvements.
- Assists the Manager, Customer Care in the assessment of various software packages and discussions with other utilities regarding work practices and procedures.
- Acts as a resource to other departments as it relates to the provision of customer service and integration of business processes which impact provision of customer service.
- Performs other related duties and responsibilities as required.
Reporting Relationships
- Reports to: Manager, Customer Care
- Supervises: Customer Service Representatives
Minimum Qualifications
Education and Experience
- Education:
- Post-secondary education – a degree in Business Administration, Commerce, Accounting or a related field.
- Experience:
- Must have 2-3 years of experience in a customer service environment including quality assurance
Other Requirements
- Must be willing to undertake and maintain the following safety training:
- First Aid
- Globally Harmonized System (GHS) (Formerly WHMIS)
- Additional safety training as identified based on legislative and operational requirements
Knowledge, Skills and Abilities
- Familiarity with telephony systems and call monitoring
- Experience developing, implementing, documenting and monitoring business processes
- Excellent problem-solving skills
- Excellent planning and organization skills
- Team player attitude
- Communication and Interpersonal skills; leadership
- Strong attention to detail and customer service skills
- Strong motivator with a positive attitude
How to Apply
Applicants who applied previously for this competition do not need to reapply.
Completed Resumes, cover letters or application forms [PDF], stating Competition #HW24-212E must be received by 12:00 p.m., December 31, 2024. Please forward to:
- Halifax Water
HR Department
P.O. Box 8388, RPO CSC
Halifax, NS
B3K 5M1
Fax
-
902-490-6934
Please note: Only applicants invited for an interview will be contacted.
Conditional Items Required for Employment:
- Satisfactory background check
- Satisfactory pre-employment testing
Halifax Water is an equal opportunity employer.
Halifax Water’s goal is to be a diverse workforce that is representative of the community we serve, at all job levels. Halifax Water believes a diverse workforce positively contributes to its success, and the success of our community. We encourage applications from qualified African Nova Scotians, LGBTQ+ community, racially visible persons, women in non-traditional positions, persons with disabilities and Indigenous persons. Halifax Water encourages applicants to self-identify in the cover letter.