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Supervisor, Sales Centre (Montreal, QC)
Montreal, QC
- Ability to work a variety of shifts based on business needs to support all hours of operation
- Success, development and performance management of assigned Team including, but not limited to, coaching, constructive support and disciplinary action as required
- Support, and provide direction, for Team management approach of Supervisory functions for entire Sales Centre; responsible for ensuring all Agents are understanding processes and procedures and they are supported accordingly to ensure corrective action
- Day to day support and management of a positive, service & sales oriented environment
- Responsible for all aspects of performance management of assigned team including, but not limited to, : meeting objectives, compliance to attendance, punctuality and company policies; disciplinary actions; recommendations for employment termination if required
- Responsible for maintaining records related to (individual) assigned team s performance
- Resolve escalated employee, client, partner and customer issues as required, on a timely basis
- Develop, maintain and provide superior service to preferred travel agent partners to handle and resolve escalated issues within a timely manner (24 hour standard)
- Ensure all centre queues are staffed accordingly
- Provide guidance, direction and demonstration to resolve situations and issues that have been escalated by internal or external clients. Provide accurate answers to policies and procedures
- Coordinate with various internal departments to assist in Customer Resolution and support of extra mile protocol
- Set a lead by example approach, attitude and demeanour at all times
- Responsible for all aspects of Real Time Queue Management; ensuring assigned team is productive
- Highlight opportunities/ deficiencies through the review of call centre metrics daily to ensure adherence to service standards; make adjustments and recommendations as required / directed by departmental management
- Able to work with discretion and in a confidential capacity due to the sensitive nature of role
- All required reports/ documents will be prepared with care, attention to detail, accuracy and timeliness on a daily (or as required) basis
- Suggest improvements to departmental / operational processes
- Responsible and accountable for recruitment assistance and hiring. Responsible for working in conjunction with training department to facilitate training of new agents and may actively train associates when necessary
- Responsible for preparing/administering and communicating Department Key Performance Indicators including, but not limited to, Phone Service Level Reports, Sales Report, Agent Reports and other departmental/ operational ad hoc reports as required
- Assist with queue support through call handling; including help line and front line queue support when excessive volume is occurring or as directed by a Supervisor
- Other duties as assigned by your Manager to assist business needs and personal development
Minimum Requirements
- 2 years experience as a Supervisor or Team Lead in a Contact Centre
- Travel industry experience required
- Excellent communication skills, both verbal and written
- Excellent sales, customer service and leadership skills
- Bilingual English/French
Other Information
At Sunwing we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.
Apply for this Position
If you are interested in this opportunity, please submit your resume and cover letter to the Human Resources department by e-mail to Only qualified candidates will be contacted for an interview. Thank you for your interest in Sunwing Travel Group, no phone calls please.
Posted Date 24/Jul/2013 Closing Date 7/Aug/2013