Job Description

Call Center Evening and Weekend SupervisorLifestyle Home Products is a family-owned business, proudly serving homeowners across Ontario and Alberta. We make all of our sunrooms, porch enclosures, vinyl replacement windows and exterior doors at our 150,000 sq. ft. factory in beautiful Peterborough, Ontario. What makes our company unique is our people. We are looking for outgoing, self-managed individuals to support our growing company.SummaryAs a Supervisor at Lifestyle Home Products Call Center, you will play a crucial role in ensuring the overall efficiency and effectiveness of our Pre Sales operations. Your primary responsibility will be to lead and support a team of jr. setters, ensuring they consistently adhere to scripting guidelines and deliver exceptional customer experiences. You will closely monitor call metrics, manage staff schedules, and conduct regular performance evaluations to drive success in line with our key performance indicators.This is an evening and weekend position - Wednesday through Sunday; 12:00 PM - 8:00 PMWhat we offer

• $40,000-50,000 salary based on experience
• 10 days vacation,
• Benefits starting after probationary period
• Performance based incentives.
• Work from home position

Key Tasks

• Script Adherence: Review and grade a series of recorded calls to ensure setters are following the desired scripts
• Performance Management: Ensure KPI\xe2\x80\x99s and other key metrics are in alignment with measurement standards to fully achieve performance expectations
• Daily Huddles: Run daily evening & weekend pre-shift huddles, fostering an environment of open communication and providing guidance on daily tasks and challenges to enhance performance.
• Performance Coaching: Conduct weekly individual meetings with team members, providing feedback, coaching, and setting performance improvement goals to achieve optimum results.
• Reporting: Generate comprehensive reports on team performance, call metrics, and attendance, presenting them during the daily huddle with the Call Center Manager.
• Support Call Center Manager: Attend daily huddles with the Call Center Manager to provide updates on team performance and discuss any challenges faced, working collaboratively to address them effectively.
• Other duties as required

Experience Needed

• Proven experience as a call center supervisor or similar experience
• Experience in a customer service role essential
• Working knowledge of Microsoft suite of programs (Word, Excel, Powerpoint etc.)
• Tech experience with phone equipment and call center software
• Knowledge of performance evaluation techniques
• Outstanding communication and negotiation abilities
• A results oriented approach
• Excellent organizational and leadership skills
• Ability to work under pressure

We thank all applicants for their resume, however only potential candidates will be contacted for an interview. Lifestyle Home products utilize AI when reviewing applicants.Lifestyle Home Products values diversity, collaboration and respect for each other. We are looking for qualified candidates who share our values and willingly contribute to discussions and sharing of ideas and perspectives within a supportive environment. We are also committed to a barrier free recruitment and selection process. If you require any accommodations at any point during the application and hiring process, please contact hr@lifestylehp.ca with your accommodation needs. Any information received relating to accommodation will be addressed confidentially..#LHP 2Powered by JazzHR

Lifestyle Home Products