Role Accountability
Agent Coaching and Development:

Conduct regular one-on-one coaching sessions to enhance agent skills.

Provide feedback and set performance improvement plans.

Identify training needs and coordinate with the Training department.

Performance Management:

Monitor and analyze team performance against established KPIs.

Implement strategies to improve agent performance.

Conduct regular performance reviews and set goals.

Operational Management:

Manage daily contact centre operations to ensure efficient customer handling.

Collaborate with Workforce Management for optimal staffing.

Monitor real-time metrics and adjust resources as needed.

Customer Experience:

Ensure a customer-centric approach in all agent interactions.

Handle and resolve escalated customer issues.

Work with other departments to ensure a seamless customer experience.

Reporting and Analysis:

Prepare and present performance reports to leadership.

Analyze trends to identify opportunities for process improvements.

Use data-driven insights to enhance team performance

Parameters for Success: KPI’s
Booking Rate Percentage: Achieve and maintain target booking rates for CSR agents.

Average Handle Time (AHT): Optimize call handling times without sacrificing service quality.

First Call Resolution (FCR): Ensure high rates of resolving customer issues on the first call.

Customer Satisfaction (CSAT): Maintain or improve customer satisfaction scores.

Agent Productivity: Ensure agents consistently meet or exceed productivity targets.

Service Level Expectations:

Meet or exceed service level agreements (SLAs) for response times.

Maintain low call abandon rates by ensuring prompt agent availability.





Ensure consistent adherence to contact centre service levels across all channels.

Coaching and Development:

Demonstrate strong leadership in guiding and developing agents. Encourage continuous learning and professional growth within the team.

Data-Driven Decision Making: Utilize data and insights to drive performance improvements. Make informed decisions based on performance metrics.

Collaboration: Work effectively with other departments to achieve common goals. Foster a team-oriented environment that values collaboration.

Customer-Centric Mindset: Prioritize customer needs in all decision-making processes. Advocate for a positive customer experience across all channels.

Qualifications:
Education & Experience

Bachelor’s degree in business administration, Communications, or related field preferred

Minimum of 3-5 years of experience in customer service or call center environment

At least 2 years of supervisory experience in a customer service setting

HVAC knowledge would be an asset

Skills and competencies:

Excellent leadership and team management abilities

Robust verbal and written communication skills

Exceptional problem-solving and decision-making capabilities

Proficiency in customer service software and CRM systems

Analytical skills for interpreting performance data and metrics

Ability to multitask and prioritize in a fast-paced environment

Conflict resolution and de-escalation techniques

Knowledge:





In-depth understanding of customer service principles and best practices

Familiarity with quality assurance processes and performance metrics

Knowledge of relevant industry standards and regulations

Personal Attributes:

Strong customer-centric & sales-centric mindset

Ability to remain calm under pressure

Adaptability to changing priorities and workloads

Empathy and patience when dealing with customers and team members

Additional Requirements:

Flexibility to work various shifts, including evenings and weekends, as needed

Proficiency in Microsoft Office Suite or equivalent software

At Right Timewe expect a lot from our employees. That's why we're committed to providing them with industry-leading benefits and compensation that help them get better at their job, while providing for their families, which include:

Competitive compensation

A comprehensive benefits package including dental, health, prescription, and disability insurance

Company matching RSP plan

Additional incentive earnings

A long-term career with training and continual improvement and growth opportunities.

Cross-functional career opportunities

We thank all who apply, however only those selected for an interview will be contacted. Right Time is an equal opportunity employer.

Please let us know of any accommodations required in preparation of your visit.

Please note that this position requires a Criminal Background Check be completed for potential candidates. This check must be satisfactory in order for an employment offer to be extended unconditionally.

This position is currently vacant and is being posted to fill an existing opening.

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📌 Supervisor Customer Care (Manitoba)
🏢 Right Time Group
📍 Manitoba