Job Description

Description :EVENING SHIFT SUPERVISOR, CUSTOMER SERVICEGroupe Dynamite is a leading fashion digital retailer with two brands at the heart of our success, Garage and Dynamite. With over 300 stores in Canada and the U.S., and more than 4,000 people, we have been making our mark on fashion since 1975.Our core strengths are rooted in our team, our innovation and our customers. We are proud to hire and retain aspirational leaders who are driven to achieve great things and are recognized for their entrepreneurial spirit.Job Summary:As an Evening Shift Supervisor of the Customer Care Department, you\'ll lead a team of call center agents, inspiring them to uphold exceptional customer satisfaction while meeting productivity goals and prioritizing team well-being. Your role involves managing agents with empathy and a strong sense of responsibility, offering coaching, guidance, and support to ensure the success of our dedicated Customer Care team. Reporting to the Senior Manager of Customer Care, you\'ll actively seek opportunities to enhance departmental tools and processes, aiming to elevate customer satisfaction levels, and proactively identifying areas for improvement within the department.Responsibilities:

• Ensuring adherence to Service Level Agreements (SLAs) and achieving target Key Performance Indicators (KPIs);
• Taking accountability for the team\'s overall well-being and productivity;
• Supervising teamwork schedules, adherence, and performance analysis to ensure top-tier customer care and on-the-job performance;
• Collaborating with the Quality Assurance team to maintain the quality of customer interactions and identify coaching opportunities;
• Providing training, coaching, and mentorship to Customer Care agents;
• Analyzing statistical data and preparing reports on agent, team, and contact center performance;
• Managing cases requiring customer escalation, both internal and external;
• Overseeing call center performance during business hours;
• Assisting in the execution of projects and key initiatives;
• Championing continuous improvement within the department;
• Exploring opportunities to leverage phonebots for enhancing the customer experience;
• Supporting and supervising other Customer Care teams as necessary, including chats, emails, and escalations;
• Demonstrating effective leadership and support in a fast-paced environment;
• Utilizing problem-solving and decision-making skills to address any issues;
• Leveraging strong verbal and written communication skills for customer interaction;
• Employing excellent organizational skills to allocate resources effectively.

Qualifications:

• Minimum of 5 years of managerial experience in a call center environment;

College degree in administration or (DEC, AEC or equivalent);Fluent in both written and spoken French and English;Available from 4 PM to midnight, Monday through Friday.Experience supervising a team of more than 10 people.Hybrid position, with a minimum of 3 days/nights per week in the office.Excellent understanding of call center technologies, with knowledge of Salesforce considered an asset;Proficient in Windows software, including Excel, Word, and PowerPoint;Flexibility to accommodate business needs;Strong customer service orientation, with a passion for resolving situations effectively;Exceptional verbal communication and writing skills;Detail-oriented, organized, and adept at multitasking;A dedicated team player with flexibility;Strong interpersonal skills and demonstrated leadership abilities.Over and above a competitive salary and bonus plan, registered retirement savings, and flexible group insurance with personalised coverage that meets your needs, you will be at the forefront of a growing organisation that understands the importance of investing in people.You and your family can enjoy our employee discount at Garage and Dynamite, private sample sales throughout the year and many other exciting perks, including a very flexible vacation program.Our promise\xe2\x80\xa6No day will be like the last - we aim to be better today than we were yesterday. We are committed to employment equity.Candidates that are retained will be called for an interview.

Groupe Dynamite