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Contact Centre Supervisor in Vancouver at Impark

Date Posted: 6/22/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Vancouver
  • Job Type:
    Management
  • Experience:
    Not Specified
  • Date Posted:
    6/22/2018

Job Description

Impark is one of the largest parking management companies in North America. We have 55 years of experience, and currently operate parking facilities in more than 240 cities across the United States and Canada. Our business continues to prosper and grow. As a result, we are looking for exceptional people to join our workforce. People who are committed, ambitious, and eager to learn. People like you.

Our continued success is driven by our core values, which are:

Be admirable: Always conduct yourself in an honest and professional manner.
Create positive energy: Choose optimism.
Be a trailblazer: Drive innovative ways to achieve growth.

These values guide our actions and keep us on the right path. At Impark, the most successful people are those individuals who integrate these beliefs into their actions at work, and incorporate them into everyday behavior.

Impark is currently looking for a FULL-TIME CALL CENTER SUPERVISOR to work at our VANCOUVER location.
 

Key Responsibilities

Supervisory

  • Be a Culture leader; demonstrate positive energy and live Impark's Core Values
  • 1 of 6 Supervisors each with responsibility for a team of approximately 10-15 CSRs
  • Manage CSR attendance including timekeeping, schedule adherence, time off requests, etc.
  • Conduct disciplinary action as required under the guidance of HR & Management
  • Attend and contribute to weekly Leadership meetings as to the status of your Team

Coaching

  • Weekly Quality Assurance Coaching for each CSR
  • Daily motivation and performance coaching on targets
  • Performance management of CSR call metrics and statistics
  • Raise employee awareness of Impark Culture and Core Values.  Demonstrate positive energy and hold team members accountable for same.

Service Level Support

  • Real-time monitoring of Service Levels for phone queues and administrative workload
  • Immediate support for CSRs who require assistance with complex calls
  • Work with Supervisory peers to re-distribute &/or re-prioritize workloads as required
  • Handle inbound calls if wait time or queue thresholds are exceeded
  • Make outbound calls to parking customers as needed to resolve complex issues
  • Communicate by phone and email with Internal customers in other cities regarding needs requirements and resolving complex issues

Training

  • Occasional back-up for classroom based job readiness training, prepare and deliver additional job readiness training as required for new business or changes in current practices
  • Participate in CSR transition process from 'New Hire Supervisor' to your own team
  • Raise employee awareness of Impark Culture and Core Values.  Demonstrate positive energy and hold team members accountable for same.
  • Prepare training materials related to changes in processes or issues.  Facilitate team meetings to deliver key information on a timely basis.

Schedule & Work Hours

  • Full-time (40 hours per week)
  • Standard work schedule: 7am-3:30pm, Monday to Friday, including most Statutory Holidays
  • Work schedule may change from time to time to meet operational or coverage requirements:
    • On a rotation basis, the Supervisor is required to log in remotely to check weekend and graveyard staff attendance and call-in staff to cover vacant shifts.  
    • In the unusual event no staff are available to cover minimum evening or overnight staffing requirements, the supervisor is required to report to work and will be assigned another day off in lieu

Skills and Experience

  • 2 years’ experience in a fast-paced customer service &/or call center environment
  • 1 year proven Supervisory experience in a team setting with employee and departmental targets
  • Working knowledge of ACD, IVR and related call center technology
  • Tenacious problem solving skills and a desire to know Impark Systems & Process inside-out
  • Thrives in a rapidly evolving workplace in which information changes daily and information is frequently ambiguous
  • Excellent verbal and written communication skills, including exemplary telephone etiquette
  • Ability to work independently to manage performance to goals for self & others on continuous basis & take corrective action as required
  • Strong organizational/time management skills
  • Strong analytical abilities & attention to detail and accuracy 
  • Post-secondary education preferred with focus on management and/or adult education

Impark is an Equal Opportunity and Affirmative Action Employer – Minorities/Females/Veterans/Individual with a Disability/Sexual Orientation/Gender Identity