Supervisor, Consumer Service - Canada (Bilingual)

Job Description

• Guide, mentor and oversee performance results for direct reports.
• Ensure appropriate staffing levels through forecast planning to include hiring, training, service evaluating, disciplinary actions, mentoring, coaching, succession planning, dismissing and other actions as required
• Assist associates with SAP/C4C system issues.
• Responsible for accuracy of associate time cards (Workday process and IEX)
• Serve as a resource to associates in the resolution of complex problems and/or issues.
• Oversee the team’s achievement of strategic initiatives and Associate performance, incorporate new business, determine business drivers, reduce per transaction cost, and increase efficiencies.
• Initiate process improvements, adhere to formal processes, and deploy proper business standards.
• Ensure the team’s collaboration with the Contact Center Operations group in the daily attainment of expected service levels, crisis avoidance and analyzing the business for continuous improvement.
• Foster and/or participate in campaigns using standard and creative alternatives which foster increased sales, Associate comprehension and engagement in today’s business drivers and targets.
• Oversee and regularly audit the team for full compliance of all audit requirements, formal processes and departmental procedures as well as Moen
• Foster unobstructed workflow and “clear lines of communication” within the team and the appropriate Contact Center departments, Marketing, Sales, Quality and Product Compliance.
• Embrace, foster and participate in training and educational opportunities that target professional growth for self and your direct reports.
• Respond to special assignments as requested and added responsibilities as required.
• Back up support to the Manager, Consumer Services