Job Description
Michigan, US

Contact Center Supervisor

We’re looking for a resourceful Contact Center Supervisor to join our team within Michigan remotely. 

As a Contact Center Supervisor, you will ensure optimal staffing levels and resolve customer issues while motivating and guiding team members for top performance and customer satisfaction. You will also drive process improvements, meet performance goals, and ensure timely completion of operations.

What We Offer

  • Competitive compensation
  • Profit sharing program – every role plays a part in our success!
  • Health & Extended Benefits
  • Opportunities for professional development
  • Tuition reimbursement
  • Employee & Family Assistance Program

What You’ll Do

  • Support Contact Center operational strategies by assessing needs, reviewing performance, planning capacity, and analyzing cost/benefit, contributing to organizational strategic plans and reviews.
  • Monitor and manage real-time queues to ensure optimal staffing levels and promptly address escalated calls, customer concerns, and technology issues effectively.
  • Motivate and engage team members to meet individual and team goals, fostering a collaborative and supportive team environment that encourages continuous improvement and excellence in customer service delivery.
  • Address escalated customer complaints or complex issues that require supervisor intervention, ensuring prompt resolution and customer satisfaction.
  • Collaborate with the Director, Operations to provide management direction and support in their absence, ensuring continuity of operations and adherence to established standards and procedures.
  • Support Contact Center HR functions, including recruitment, training, coaching, scheduling, performance evaluations, policy enforcement, and disciplinary actions to uphold high performance standards and accountability. Ensure clear documentation and regular review of processes and procedures within the department. Assist in audit facilitation and maintain audit controls and logs for compliance purposes.
  • Identify system/process gaps within the call center operations and drive improvements to enhance efficiency and productivity.
  • Assist in meeting monthly performance goals for customer satisfaction, quality, productivity, and key performance indicators (KPIs).
  • Report system, customer, or operational issues impacting service quality, maintaining transparent and open lines of communication with internal and external stakeholders to facilitate timely resolution and mitigate risks.
  • Conduct weekly Quality Assurance for team members, providing coaching and feedback for improvement.
  • Collect, analyze, and report on data for daily, weekly, and ad hoc reporting.
  • Make recommendations for procedural changes to increase efficiency.
  • Ensure all departmental operations are completed timely and within defined objectives, create models and projections to maintain and forecast needs requirements as necessary

Who You Are

  • Detail-oriented and results-driven individual with a keen eye for accuracy and achieving goals.
  • Strong communicator skilled at conveying information clearly and effectively to diverse stakeholders.
  • Proactive approach to problem-solving and taking initiative to address challenges before they escalate.
  • Analytical minded, able to analyze data and trends to inform decision-making and drive improvements.

What You’ll Bring

  • 4+ years of Contact Center experience, with minimum 2 years in a leadership role.
  • Advanced knowledge of call center procedures and systems.
  • Ability to multitask, prioritize, and remain organized in a fast-paced environment.
  • Demonstrates integrity, autonomy, and ability to provide constructive feedback.

Apply now by submitting a cover letter and resume outlining fit and salary to humanresources@pbl.ca.

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

By submitting this application, the applicant consents to Pollard Banknote Ltd. collecting, using and retaining the personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

We thank all candidates that apply, however only those selected for an interview will be contacted. Employment is contingent upon a satisfactory response from a Criminal Record Search.