Vaughan, Ontario, Canada
All Available Locations:
External Posting Description 13;
This is a 1 year contract (Temporary) position
Hours during busy season is a must (11:45am to 8:15pm)
The job of the Customer Service Coordinator (Floor Monitor) involves overseeing, organizing and coordinating the work of customer service agents. They are in charge of administering both operations and staff and act as an interface between agents and management.
Serve customers by planning and implementing call centre strategies and operations; improve systems and processes and manage a staff (team of 7 to 10)
On a daily basis they supervise calls, and ensure that set objectives are achieved. They motivate agents and make sure that rules of conduct are observed . When an agent runs into difficulty with a caller, the Floor Monitor handles the problem by take the call directly. As required, they perform the same duties as the people they are supervising.
The produce regular activity reports for their managers and are also responsible for spotting inconsistencies in the scripts/questionnaire and suggest improvements
:Supervise a team of up to 10 , the number may change depending on business growth
:Report directly to the on:site Manager
:Be the first point of contact for all Customer Service escalations
:Respond and resolve problems arising in customer orders and/or delivery, by both telephone and email
:Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
:Resolve customer concerns and give feedback on suggestions
:Prepares call center performance reports by collecting, yzing, and summarizing data and trends.
:Initiate customer contact and follow up on inquires
:Summarize all details of the call in the customer log, in a concise and consistent manner
:Execute investigations and escalations resulting from exceptional customer concerns
:Ensure an exceptional level of customer service is provided each and every time, by the Customer Service Team
:Coordinate activities with other internal departments
:Frequent communication with internal personal
:Perform administrative duties with respect to the workflow within the department
:Maintain accurate and current departmental logs
:Create FAQs, binder materials for agents
:Draft confirmation ticket letters
:Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
:Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.
:Track daily call volumes in preparation of managements final client billing 13;
External Posting Qualifications 13;
:3 : 5 years of supervisory experience and Call Centre/Customer Service experience
:Experience with and knowledge of Microsoft Office applications
:Appreciate the security around information privacy regulations
:Superior customer service skills
:Strong negotiation skills
:Excellent verbal and written communication skills
:Ability to manage multiple tasks simultaneously while providing a high level of customer service
:Familiarity with several voice:logging systems and tools.
:Excellent organization and time management skills
:Dependable and reliable
:A demonstrated ability to handle difficult and sensitive customer escalations with positive results
:Can make decisions independently as well as take direction
:Master at handling escalations and at mentoring a team. 13;
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