Contact Centre Supervisor

Job Summary

As a Porter Contact Centre Supervisor, you will play a pivotal role in leading our Contact Center team towards a digital-first and customer self-service approach. Reporting to the Manager, Contact Centre, your responsibilities will encompass remote agent floor and scheduling management, workflow distribution, agent responsiveness, quality assurance, and delivering refined customer service. This hands-on role demands exceptional interpersonal skills to lead by example and motivate team members.

Duties & Responsibilities

• People-Oriented Leadership: Demonstrate influential leadership and support to create a positive remote work environment for agents.
• Team Supervision: Directly supervise a team of remote Contact Centre agents, ensuring availability, compliance with service level expectations, productivity, and adherence to customer service and quality requirements (KPIs).
• First Call Resolution: Empower agents to prioritize first call resolution as a key objective.
• Performance Feedback: Provide and document performance feedback through regular one-on-one discussions, coaching sessions, performance reviews, goal setting, and deficiency management.
• Training Coordination: Collaborate with the training team to facilitate a successful transition for new team members during OJT and throughout the 3-month learning curve, including call listening and up-training.
• Performance Scorecards: Prepare and deliver monthly performance scorecards to agents, recognizing and rewarding distinguished agent performance contributions.
• Quality Assurance: Conduct agent call handling quality checks, routine monitoring, and deliver feedback to drive customer satisfaction (CSAT) improvement.
• Real-Time Monitoring: Review Contact Centre performance statistics throughout the day and make tactical decisions to affect immediate changes based on dynamically changing operating environments.
• Call Queue Support: Support call queues when necessary and direct Contact Centre Leads to take calls as dictated by performance statistics throughout the day.
• Escalated Issues: Handle escalated customer issues as needed.
• Process and Policy Knowledge: Remain fully current on all operational processes and procedures, including policy and tariff regulations.
• Emergency Response: Act as a key contact in the deployment of emergency response.
• Compliance Monitoring: Regularly measure each agent’s compliance with Porter’s standard Contact Centre operating procedures according to a set plan.
• Recruitment Assistance: Assist with the recruitment of new staff, including reviewing resumes, conducting phone screens, scheduling, and conducting interviews.
• Process Improvement: Determine procedural needs and make recommendations to improve efficiencies and streamline workflow.
• Process Adoption: Ensure timely communication and adoption of process and procedural changes
• Change Management: Champion change management within the contact center.
• Code of Business Conduct: Maintain strict adherence to Porter’s Code of Business Conduct.
• Safety Management: Actively participate in Porter’s Safety Management System (SMS), reporting hazards and incidents encountered in daily operations, understanding, complying with, and promoting the Company Safety Policy.
• Other Duties: Perform any other duties as required by the Manager, Contact Centre.
  
  

Behavioural Competencies

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
  
  

Qualifications

• Proficient in all Google Office products including Gmail.
• 1-3 years Call Centre experience required.
• 1-3 People Leadership experience required.
• Travel industry experience is an asset.
• Proficient in Excel and other MS products.
• Positive customer-focused attitude, excellent organizational skills, and attention to detail.
• Strong written and verbal communication skills and grammatical accuracy is a must.
• Ability to maintain concentration and work effectively within a fast-paced, open-concept environment.
• Superior relationship management practices with internal and external customers.
  
  

Location

Toronto Downtown Office (250 Yonge Street)

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.