At the Bradford Group, www.thebradfordgroup.com, we take great pride in our position as the world leader in the collectibles industry and our influential role in direct marketing of fine collectibles. We are equally proud of the sophisticated technologies and business operations that we have developed over the years, and the innovative products that have made us the standard bearer in our field. But our real strength lies in our people – creative, industrious people who dare to dream and are passionate about what they do.
 
At this time, we are seeking a Call Center Supervisor for our London, ON location. This is a permanent, full-time management position. The hours of work include evenings and weekends as well as being on-call on a rotating basis.

 

We Offer:

• Company-paid health and dental benefits, with pension contribution
• Well-established international company with on-the-job training
• Team environment in a high-paced operation

 

You will bring us:

• Solid work ethic – being both punctual and reliable
• Demonstrated track record of success
• Strong interpersonal skills with the ability to encourage and support dedicated team members
• Self-motivation with the ability to work well with minimal supervision

 

Key Responsibilities:

Supervisors are experts in the area of coaching and management. They use these skills to manage inbound service activities, to optimize customer satisfaction and to maximize any sales and revenue opportunities. They assist in optimizing call center performance via call center management expertise and people/performance management expertise in alignment with the company business strategies and priorities.
 
The Supervisor’s performance is equal to his/her team’s performance, providing overall management: coaching and counseling on an ongoing basis, providing overall management to ensure the overall team performance is within acceptable range for all call center key indicators – AHT, ATTENDANCE, QA scores, etc.
 
Supervisors provide communication, quality of work, performance appraisals and overall leadership support to the Call Center Unit.  They maintain and implement department and company objectives by providing support and encouragement to team members. Supervisors ensure performance excellence from their Team Leaders and agents by conducting performance reviews on a monthly basis and doing regular coaching whenever necessary.
 
 
 
Specific knowledge, skills and abilities required and/or preferred for this position:

 

Education, Licensing, Certification, and Experience
 

• Associates degree or High School Completion plus courses at University or College level

 

Knowledge, Skills, and Abilities

• Proven coaching and counseling skills
• Ability to lead people, define performance goals and set objectives
• Must possess solid analytical skills and have the ability to analyze performance problems and develop solutions
• The ability to be innovative and flexible in a fast-paced environment
• Must be able to handle conflict and disgruntled employees
• Must be a team-player
• Excellent attention to detail, organizational, and follow-up skills
• Ability to function in a fast-paced and stressful environment
• Ability to project and maintain a high level of integrity and trust
• Ability to project and maintain a professional image
• Must have excellent written and verbal communication skills; establishes and builds rapport through promote and effective communication
• Must possess excellent time management skills
• Effectively respond to safety and security requirements
• PC skills – Word, PowerPoint, Excel, GroupWise