Description
Seller-provided details for this listing.
Job Description
Club Auto, through its association with CAA, is the largest and most trusted provider of roadside assistance services in Canada. Between Club Auto and CAA, seven out of every ten roadside events in Canada were serviced through the CAA fleet and contractor network. Over the course of nearly 100 years of active operations, CAA has constructed its provider network using stringent acceptance criteria and operating standards. Since 1992 Club Auto has responded to the growing demand for private label roadside assistance programs. Today Club Auto provides roadside assistance services to a large number of corporate clients across Canada and the continental United States.
Our call centre is open 7 days per week, 24 hours per day, and our service team is comprised of internal customer service representatives, as well as remote agents who handle our service calls from their homes. Club Auto has measured up and withstood the test of time. After all, over 7,300,000 customers can?t be wrong.
Bilingual Call Centre Supervisor (English/French)
Reporting to the Call Centre Manager, the Call Centre Supervisor is responsible for the day-to-day supervision of the internal call center floor, coaching and special projects as assigned, assistance with call quality monitoring, as well as ongoing team building. This Supervisor has a team of 6 to 18 direct reports, which consist of new internal agents in the Incubator Phase (first phase of call-taking after training).
The Call Centre Supervisor is responsible for:
Leadership and floor supervision:
Provide consistent and regular performance feedback to team members regarding both strengths and areas for development, including regular monitoring, evaluation of calls, meeting and communicating at established frequencies (based on their performance status and length of time with Club Auto).
Provide feedback to Call Centre Manager regarding team members? performance, contributions, morale
Club Auto, through its association with CAA, is the largest and most trusted provider of roadside assistance services in Canada. Between Club Auto and CAA, seven out of every ten roadside events in Canada were serviced through the CAA fleet and contractor network. Over the course of nearly 100 years of active operations, CAA has constructed its provider network using stringent acceptance criteria and operating standards. Since 1992 Club Auto has responded to the growing demand for private label roadside assistance programs. Today Club Auto provides roadside assistance services to a large number of corporate clients across Canada and the continental United States.
Our call centre is open 7 days per week, 24 hours per day, and our service team is comprised of internal customer service representatives, as well as remote agents who handle our service calls from their homes. Club Auto has measured up and withstood the test of time. After all, over 7,300,000 customers can?t be wrong.
Bilingual Call Centre Supervisor (English/French)
Reporting to the Call Centre Manager, the Call Centre Supervisor is responsible for the day-to-day supervision of the internal call center floor, coaching and special projects as assigned, assistance with call quality monitoring, as well as ongoing team building. This Supervisor has a team of 6 to 18 direct reports, which consist of new internal agents in the Incubator Phase (first phase of call-taking after training).
The Call Centre Supervisor is responsible for:
Leadership and floor supervision:
Provide consistent and regular performance feedback to team members regarding both strengths and areas for development, including regular monitoring, evaluation of calls, meeting and communicating at established frequencies (based on their performance status and length of time with Club Auto).
Provide feedback to Call Centre Manager regarding team members? performance, contributions, morale