Supervisor - Call center

Role

As a Supervisor in a rapidly growing new products department, we will rely on your leadership skills and determination to coordinate and prioritize the activities of customer service advisors . Your attention to detail and organizational skills will be essential in assigning daily tasks and ensuring an outstanding customer experience.

Your objective? Support and coach advisors to deliver a customer experience that reflects HydroSolution’s standards, while achieving targets and fostering a positive and engaging work environment. You will serve as the team’s subject matter expert on customer experience and will share your knowledge with both team members and outsourcing partners on a daily basis.

Responsibilities

• Motivate and lead advisors on your team and the partner team by coordinating, in real time, all expert advisor activities through various tools such as QuickFlow, Excel, and email.
• Develop coaching and professional development strategies for expert advisors to achieve expected results.
• Ensure the quality of advisors’ work and customer service (call monitoring, evaluations, etc.) by communicating and measuring performance objectives.
• Maintain rigorous follow-ups with the Sales Coordinator by ensuring records are accurate and up to date, particularly when operational issues arise.
• Act as the go-to resource for product-related questions and product usage inquiries, sharing expertise with team members and outsourcing partners.
• Perform any other duties related to employee development, operational support, and the achievement of established objectives.
• Navigate systems efficiently to update customer files and perform other administrative tasks.

Ideal Qualifications

• Minimum of 2 years of relevant team management experience.
• Strong commitment to exceptional customer service and an ability to quickly build positive relationships with customers, colleagues, and partners.
• Excellent prioritization skills and the ability to adapt to change.
• Results-driven mindset, strong analytical skills, and the ability to prioritize effectively.
• Comfortable using computer systems, including Outlook, Excel, and Adobe.
• Strong communication skills, both verbal and written, and a collaborative approach.
• Interest in identifying and recommending improvements to existing work methods and processes.
• Availability based on operational needs (full-time day shifts between 8:00 a.m. and 6:00 p.m.; flexible schedule and weekly hours).
• Bilingualism; the individual in this role will communicate with English-speaking customers.

Here, we take care of our heroes by offering

• Competitive compensation based on skills, plus a performance bonus.
• Comprehensive group insurance program (extended health, prescription drugs, dental, life insurance, etc.) and a group RRSP with employer contributions of up to 2.5%.
• A wellness program, including free telemedicine services.
• Comprehensive training on all products offered.
• Hybrid remote work.
• Five days off during the holiday season.
• Free covered parking.
• Supplemental benefits program to complement parental insurance benefits.
• Employee referral program.
• Team-building activities.
• And much more!

Job Description

At HydroSolution, every employee’s work is a source of inspiration and pride. Together, our efforts provide peace of mind to Quebecers and contribute to their well-being. It’s true that we don’t save lives... but we do rescue bad days! That’s why we consider our employees everyday heroes for the thousands of Quebecers who rely on us for a turnkey water heater solution. Together, we are leaders in the sale and rental of water heaters.

Do you think you have what it takes to join a large family of everyday heroes? Read this job posting carefully. It could change your life, too!

Superpowers We're Looking For

1. Adapt easily to different situations and unexpected challenges.
2. Be open to change.
3. Work effectively as part of a team (without going it alone).
4. Treat every customer fairly and equitably.
5. Demonstrate diligence and attention to detail.