Team Supervisor, Contact Centre

The Alcohol and Gaming Commission of Ontario (AGCO) is an agency where innovation thrives, ideas flourish, and passion drives us to new heights of excellence. Reporting to the Ministry of the Attorney General, the AGCO is responsible for regulating Ontario’s vibrant alcohol, gaming, horse racing, and private retail cannabis sectors in accordance with the principles of honesty and integrity, and in the public interest.   The AGCO’s Contact Centre is a fast-paced, omni-channel, high-profile organization that is committed to service excellence. The Contact Centre requires a driven, efficient, and attentive customer-centric people leader to fill the role of Team Supervisor, Contact Centre. Working within a demanding work environment, you possess superior customer service delivery focus, a strong work ethic, a teambuilding philosophy, agility, and play a pivotal role in motivating positive employee engagement.   Reporting to the Contact Centre Senior Manager, the Team Supervisor will directly empower AGCO Contact Centre high performance and service delivery standards (KPIs), with fostering a strong culture of exceptional service delivery and continuous improvement focus through enabling performance coaching, succession planning, and consistently striving to influence best in class customer satisfaction and first contact resolution.   What You Will Do: Supervise day-to-day operations of all Contact Centre workstreams to ensure optimum customer service delivery by providing engaging leadership, inspired coaching, practical training, and enablement to frontline Customer Service Representatives (CSRs). Ensure adherence to all Contact Centre performance standards (KPIs), metrics, and organizational core competencies; service levels, efficiencies, quality assurance, issue resolution, and customer satisfaction in an omni-channel operational environment, to maximize coverage capacity and manage CSR productivity. Responsible for supporting the Contact Centre’s quality assurance program by completing evaluations and providing direct and specific support and feedback to CSRs on customer contact handling performance within defined service delivery criteria. Identify trends/patterns as they relate to the nature of the contacts to ensure that CSRs are well equipped to address stakeholder inquiries and customer issues, or complaints. Supervise individual performance contributions for a front-line team of direct reports, including the scheduling, assigning, and reviewing of work. Act as point of contact for CSRs escalated, non-routine, complex, and contentious customer issues across all lines of business, which are often extremely sensitive and politically charged. Provide CSRs feedback on all escalations with an intent to coach and help build future skills to ensure a consistent first contact resolution approach. Enable and train new hire staff in all required processes and procedures, providing the necessary instruction/guidance, while identifying and coordinating ongoing learning for all CSRs, maximizing their learning potential and operational knowledge. Responsible for the preparation of reports, triggering the business continuity plan (BCP) and ad hoc admin tasks as required. Monitor the service request volumes and performance on all service channels and schedule staff accordingly for optimum support. Assist in maximizing the effectiveness and efficiency of the Contact Centre, with a special focus on leveraging technology. You Have:   Post-secondary education or equivalent relevant work experience. Strong demonstrated experience successfully managing all Contact Centre performance metrics. Experience with learning and developing within a large, dynamic team of customer service professionals, along with the ability to facilitate departmental operational process training and skill building. Ability to enable successful performance results through tailored support coaching practices, with emphasis on delivering awareness feedback for knowledge, skill building and individual accountability to influence high-potential outcomes. Proven experience in a unionized Contact Centre. Superior communication skills, both oral and written English, and excellent listening and empathy skills to effectively evaluate situations, using tact and diplomacy to understand and assess a client’s situation, explaining options available to them to resolve issues/concerns. Knowledge of Microsoft Office Suite, Salesforce, Amazon Connect, and call center technology. Eligibility to work in Canada and the ability to successfully complete a criminal background check. Nice to Have: Previous experience using Salesforce, Amazon Web Services, MS Visio, and any other related contact center software would be a definite asset. Bilingual French language skills, both written and verbal, would be an asset. A minimum of 3-5 years Contact Centre or equivalent experience in a previous supervisory, team leadership capacity. Background in performance coaching methodologies that support a continued employee growth and development culture is a strong asset.