Market Force Information helps multi-location brands protect their brand's reputation, delight customers, and grow their revenues. We look for talented, collaborative, and creative team members who are passionately committed to helping our clients reach their goals.
We value and encourage a collaborative work environment full of energy and ideas. We're all about improving our clients' ability to better manage their own businesses and create better experiences for their customers. And with offices across North America, Canada and Europe, you'll have plenty of opportunities to do just that. When you join us, you'll tackle interesting problems to transform the way people and businesses interact locally, nationally, and internationally.
Currently, Market Force has 3 offices in North America, and a substantial presence in the U.K. We currently employ over 500 people.
Reporting to the Contact Center Operations Manager the Contact Center Supervisor will be responsible for developing, evaluating and motivating to perform, a team of 20-25 Customer Service Representatives who handle Mobile App and Email comments on behalf of Market Force clients.
This role has a primary focus on the effective support and mentoring of Contact Center Agents to ensure performance and adherence to policies and procedures while simultaneously working to ensure an environmental culture conducive to the success of our associates, shareholders and clients.
Essential Duties and Responsibilities:
Guide Contact Center Associates to become brand ambassadors and drive customer satisfaction
Ability to adapt to a constantly changing environment with potentially conflicting priorities
Exceptional customer service skills
Able to think outside the box and evaluate issues from an non-linear perspective
Drive continuous improvement in accuracy and customer service and quality levels
Document processes and procedures
Training of new and ongoing development of existing employees.
Relationship & Team building skills. Strong ability to coach and develop employees
Strong organizational and planning skills
Decisive, ability to multi task in a fast paced environment, adaptability, and the ability to remain calm under pressure.
Coaching and development of immediate reports, creating a sense of teamwork and a client-centric culture.
Coordination and management of daily activities of the team, including reviewing daily KPI's to ensure targets are being met.
Track and report service performance data and metrics, interpreting results to identify trends
First point of contact for escalations, including working with internal and external resources to resolve in a timely fashion.
Qualifications, Education & Experience:
High School Diploma; or equivalent combination of education and experience. Post-Secondary educational experience an asset.
3 + years of contact center leadership or supervisory experience
Comfort with Mobile App request and response
Proficient with both written and oral English language
Demonstrated analytical and problem solving skills
Effective organizational and prioritization skills
Ability to work in a fast paced environment and prioritizes appropriately
Solid customer focus and should be able to operate well in teams.
Ability to develop, mentor and motivate staff.
Strong managerial, operational and organizational skills.
Manage associate relations with appropriate and timely escalation of challenges to organizational HR Department.
Proficient in the use and application of MS Office Suite (Word, Excel, PowerPoint and Outlook).
Benefits we offer:
Our company fosters an environment of energy, learning and growth. Along with offering competitive pay we are excited to offer great employee benefits including:
Health, Dental and Vision Insurance
Market Force Information is an Equal Opportunity Employer