Call Centre Supervisor

To support our continued growth, Brandt is looking to hire a Call Center Supervisor to provide support to our 24/7 call center operations team and lead the delivery of exceptional service support to our customers and dealer locations.Reporting to the Director of Customer Contact, the successful candidate will be responsible for providing leadership to a team of corporate receptionists within the contact center.This is a great opportunity for someone with previous management experience in call center environment looking to leverage their skills, experiences and passion for employees and customers to become part of a stable and growing company. Brandt is a growing family business based in Regina with over 5,000 employees. We design and manufacture equipment, as well as distribute iconic brands like John Deere & Peterbilt.  In all cases, exceptional customer support and deep customer understanding are critical.DUTIES & RESPONSIBILITIESProvide leadership to a team of 5-10 people in a 24/7 contact center environmentDeliver skill development coaching to improve performance, productivity, sales and customer experienceMeasure, monitor and diagnose performance gaps to deliver on enterprise performance goalsCoordinate and prioritize training and development opportunities to improve the knowledge and capabilities of teamCollaborate with partners to achieve hiring plan and scheduling requirements to meet service level goalsManage risk and adherence to all internal procedures and policiesFacilitate ongoing career development and growth opportunitiesDeliver KPIs and performance reviewsResolve customer and branch complaints and escalations as needed#LI-onsiteRequired SkillsExceptional organizational and time management skillsStrong work ethic, combined with a dedication to excellenceAccomplished oral and written communication skillsAbility to diagnose skill and knowledge gaps and improve performance through skill development and coachingRequired Experience2-5 years’ previous leadership experience preferredDemonstrated leadership skills with the ability to manage directly and indirectly reporting staffRelevant post-secondary education would be considered an assetExceptional organizational and time management skillsStrong work ethic, combined with a dedication to excellenceAccomplished oral and written communication skillsAbility to diagnose skill and knowledge gaps and improve performance through skill development and coaching