Call Center Supervisor

Schedule: Full-time, 6:00am - 2:30pm PST: Monday to Friday, including Statutory Holidays

Incumbent MUST be available to work the following shifts on a rotational basis (approx. 2-4 times per month: Early Mornings, Late Evenings, Graveyard shifts

In the unusual event no staff are available to cover minimum evening or overnight staff requirements, the supervisor is required to report and will be assigned another day off in lieu

Location: Remote 

Who You’ll Work For

REEF transforms urban spaces into community hubs that create jobs and bring new goods, services and experiences to the neighborhood. With an ecosystem of 5,000 locations and a team that’s over 18,000 strong, REEF is the largest operator of parking real estate and delivery restaurants in North America. By connecting the world to your block, we’re making the place you live, the place you love to be.

What You’ll Do

Direct Supervisor for a team of approximately 12-20 Customer Experience Representatives (CXRs) who handle high-volume, inbound calls related to parking enforcement. This is a 24x7x365 contact center.

Supervision

Responsibility for all areas of CXR employment, development, and performance.

Accountable for CXR adherence to KPIs and SLAs across all channels (inbound and outbound calls, chat, SMS, email and social media)

Responsible for CXR training success, performance management, quality assurance and coaching; as well as all administrative tasks associated with CXR employment including system access forms, time-off requests, scheduled pay increases, notes to file and disciplinary action, etc.

Service Levels

Comprehensive understanding of contact center KPIs and SLAs including speed of answer, handle time, talk time, abandonment rate, utilization and occupancy.

Always ensure CXR schedule adherence for optimized staffing levels. If necessary, jump in to handle interactions when wait time or queue thresholds are exceeded.

Use of contact center software Five9, Workforce Optimization Solution Verint, and Microsoft Office for real-time and historical reports.

Coaching & Mentoring

An integral and critical part of the Supervisor role. Formalized, ongoing and open dialogue can help ensure the success of Shared Services CXRs. Supervisors should expect to dedicate approximately 25% of every workday to coaching.

Administration and HR

Use REEF HR and Workforce Optimization systems including Workforce, Paycom and Verint.

Ensure completion of System Request Forms, Timesheets, Hourly EE forms, updates, etc. on or before deadline.

Manage CXR attendance including timekeeping, schedule adherence, etc. and action as required.

Process CXR time off requests within 1 business day of submission

Conduct disciplinary action as required under the guidance of HR & Management.

What We Want From You:

Strong leadership skills. A passion for creating CXR success through thoughtful and structured coaching & mentoring. Positive, respectful, and enthusiastic.

Exemplary time management skills: The ability to balance unplanned tasks and duties while consistently and successfully meeting regular, ongoing responsibilities as well as ad-hoc.

Strong prioritization skills: Excellent skill in prioritizing tasks and responsibilities in a fast-paced and rapidly evolving environment. Ability to meet ongoing responsibilities even while shifting priorities as new information or situations arise.

System & process expertise: A commitment to ongoing learning to become an “Expert” on systems & processes used in the Call Centre. Strong working knowledge of MS Office applications.

Excellent problem solver: Enjoys applying system and process expertise to get to the root of a problem and apply a solution. Ability to apply solutions to ‘big picture.’

Strong attention to detail & focus on accuracy

Exceptional interpersonal skills, both orally and in writing. Excellent literacy.

Proven Leadership abilities – minimum 1 year

Customer Service and/or Call Center environment – minimum 2 years

Five9 and/or Verint experience is an asset.

What We’ll Provide

Medical

Dental

Vision

Life and Disability

401K (US) or RRSP Contributions (Canada)

Paid Time Off (PTO)

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequently operate small office equipment such as a computer, tablet, and copier/printer, telephone.
• Work is performed in a professional office environment.

WORKING CONDITIONS: 
Work is performed indoors for extended periods of time including up to the entire duration of shift.