Job Description

Location:

This is an onsite position based out our head office located at 25 De Baets Street, Winnipeg, MB.

Summary:

Reporting to the Customer Service Direct Manager, the Call Centre Supervisor manages the daily activities of the call centre which includes personnel, production, involvement with hiring, conducting performance appraisals, and employee recognition. The Call Centre Supervisor will also work daily with other departments on quotations, customer accounting problems and returns. Deals with customer escalations to resolve customer service issues from any Cabela\'s location regarding in-store pickup (ISP) and orders. Manages off site business gift card program.

Responsibilities:

• Creates schedules based upon order/call volumes and staffing.
• Manages daily activities of personnel on shift by scheduling and assigning workflow, checking work accuracy and production rates to decrease costs within the department.
• Monitors and tracks employees\xe2\x80\x99 daily performance, which includes performance appraisals and coaching employees on production and accuracy. Coach employees on their development within the Call Centre and Cabela\'s.
• Works individually with CSRs to assign jobs as needed, answer questions, provide feedback, and assists with resolving customer escalations.
• Provide interdepartmental cross training to ensure flexibility and ability to move within the Call Centre to meet changing call volumes, and to provide additional resources to other levels of the Call Centre.
• Designs and provides ongoing training sessions to further develop knowledge of systems and processes.
• Makes recommendations and carries out personnel actions such as promotions, transfers, terminations, disciplinary measures, and training to ensure efficient department operations.
• Promotes and monitors safe work practices and good housekeeping. Makes decisions and resolves safety issues and concerns. Investigates safety accidents and makes recommendations for improvement.
• Maintains department targets against metrics, tracks accuracy of computer transactions and records, implements process improvements within areas such as written procedures and initiating appropriate training.
• Meets requirements for budget, service levels, and production, and makes recommendations for continuous improvements.
• Makes recommendations for improving efficiency of department practices and procedures.
• Works closely with other departments and assists projects with new work practices, special projects and process improvements.

Qualifications:

• 2 to 4 years supervisory experience, or combination of experience in a related field
• 1 to 3 years of customer service experience in a call center environment
• Sales experience is required
• Ability to build and lead teams
• Strong communication skills with employees
• Ability to resolve issues to meet customer service levels
• Must have strong problem-solving skills and be able to work under intense pressure from customers
• Must be able to make decisions that are fair and able to resolve customer escalations amicably

Call Centre Hours of Operation

This is a full-time position. You should be available to work within the following hours of operation: Sunday from 8:30am \xe2\x80\x93 5:00pm, Monday through Friday from 7:00am \xe2\x80\x93 9pm and Saturday from 8:30am \xe2\x80\x93 5:00pm.

Bass Pro Shops & Cabela\xe2\x80\x99s welcomes applications from people with disabilities.

Accommodations are available upon request during the assessment and selection process.

Benefits

• Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!

• Fun work environment

• Competitive wages

• Excellent benefits

• Unlimited career advancement opportunities

• Bass Pro Cares Fund

Cabela\'s

Bass Pro Shops