Resource Supervisor

You deserve an awesome career! At Execulink, you'll join a team of talented individuals who feel like family and support your growth and career goals. As we rapidly grow, we continue our unwavering commitment to live and breathe our Vision, Mission and Values. While enhancing life at home, work and play, we continue to grow our team with innovative individuals who are as excited about creating an awesome experience for our customers as we are! 

About this Opportunity

We are seeking a Resource Supervisor to lead a team of Resource Specialists focused on delivering an exceptional experience for Execulink customers.

In this role, you will manage Customer Care and Sales queues in real-time, providing immediate support to the front-line team while mentoring and coaching your direct reports. A key emphasis for the Resource Specialists will be delivering professional and effective training in person and virtually to multiple teams across the organization. You will be responsible for hiring, training, developing key performance indicators (KPIs), and utilizing Community software to create schedules that meet service level targets. Additionally, you will contribute to the continuous improvement of Execulink’s products and services, participate in new product launches, and maintain accurate information in Wiki/SharePoint, CQMs, and Call Flows.

As a member of the leadership team, your decisions will align with our Vision, Mission, and Values. If you are passionate about leadership, training, and customer service, we encourage you to apply!

Position Details

• Woodstock, Ontario
• Permanent Full-Time position
• Hybrid Work Opportunity
• Hours of Work:
  • Monday-Friday 8:30am-5:00pm
  • Will be required to work outside of regular business hours from time to time

 Primary Responsibilities:

• Hire/train/retain
• Coach and lead the Resource team to attain service KPIs and deliver an awesome customer experience
• Conduct individual coaching activities to defined plan
• Ensure frequent and clear communication with direct reports so they are knowledgeable on current service programs and strategies
• Achieve service level targets.  Build queue schedules in Community and make recommendations for new hires to ensure resource requirements are maintained.
• Phone system management; building and managing call flows, tracking and uploading recordings, ticketing and escalating issues
• Maintain a strong Partner relationship with our Business Process Outsourcer and work cohesively to achieve Contact Centre service level targets
• Develop and deliver training for new and existing employees for products, process, policies and systems as well as soft skill development
• Approve credit requests within defined limits
• Create Aurora requests
• Represent the Resource team in working with other departments to develop new programs and projects
• Together with the Customer Experience Manager, set KPIs, consistently monitor and provide formal and informal feedback to the Resource Specialists
• Conduct regularly scheduled team meetings, meeting in person (Woodstock Office) a minimum of once per month
• Develop and execute individual coaching plans including regularly scheduled 1:1s, interaction reviews (telephone, web, email, chat)
• Conduct Quarterly Performance Reviews (QPRs), and Employee Performance Improvement Plan (EPIP) meetings
• Document performance, attendance or behavioural issues; ensuring timely appropriate resolution to the concern up to and including termination as guided by Management and HR
• Resolve customer escalations and address the underlying issue
• Approval of timesheets/vacation/time off requests
• Other duties as assigned

Required Skills & Abilities:

• Minimum of 2 years supervisory experience in an extended hour customer experience inbound and outbound contact centre
• Experience building training programs and product training
• Demonstrated ability to lead, coach and motivate Resource Representatives to deliver an awesome customer experience while achieving KPIs
• University degree or college diploma, with a focus in Business, preferred
• Experience working with Customer Relationship Management (CRM), scheduling and contact centre applications preferred
• Demonstrated proficiency in a Windows PC environment, combined with demonstrated keyboarding and data entry abilities; above average within the Microsoft Office Suite including Word, Excel and Outlook
• Superior leadership skills in managing a team through motivation and encouragement to ensure an awesome customer experience
• Ability to analyze results with the purpose of formulating successful actions for improvement
• Solid understanding of exceptional service practices, tactics, and tools
• Ability to handle stressful and challenging situations calmly and effectively, within a fast paced environment
• Communicates clearly and effectively (verbal and written)
• Strong attention to accuracy, detail and follow-up
• Ability to manage and prioritize multiple tasks, using excellent planning, problem solving and organizational skills
• Tenacious, self-starter and results-oriented
• Highly professional and approachable
• Must have a positive and empathetic attitude that includes patience, dedication and commitment
• Must be a highly motivated team player who takes pride in the quality of your work
• Good judgment to proactively and independently solve problems and make decisions
• Demonstrated ability to prioritize, multi-task and be flexible to take on varied responsibilities
• Ability to work well independently with minimal supervision, while effectively managing multiple tasks within a queued, contact centre environment