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The Opportunity
Reporting directly to the Contact Center Manager, the Contact Center Supervisor is responsible for overseeing the day-to-day operations of CAA Atlantic's Contact Center operations, ensuring a high standard of service delivery to Members. This role involves supervising a team of contact center representatives, managing performance, and driving operational excellence. The ideal candidate will demonstrate leadership, problem-solving skills, and a strong commitment to member satisfaction.
Working Conditions:
- This role may require occasional evening or weekend shifts to ensure operational coverage.
- The position operates in a fast-paced contact center environment with a focus on meeting service delivery goals.
- Travel will be required
- Ability to attend and conduct presentations
- Manual dexterity required to use desktop computer and peripherals
- The Contact Center is open 7 days a week, 365 days a year. Operating hours are 6:00AM to 11:00PM AST.
- Overtime as required
What you'll do
Responsibilities
Team Supervision & Leadership:
- Lead, coach, and support a team of contact center representatives to meet and exceed performance goals.
- Conduct regular one-on-one meetings and team huddles to provide feedback, recognize achievements, and address performance gaps.
- Create and maintain a positive, collaborative, and results-driven work environment.
- Develop and execute training and development plans to enhance team capabilities with a focus on quality assurance.
Operational Excellence:
- Monitor daily contact center operations, ensuring efficient workflows and adherence to service level standards and departmental goals.
- Oversee scheduling and resource allocation to maintain optimal coverage during peak times.
- Analyze call volume patterns and implement strategies to improve response times and member satisfaction.
- Ensure compliance with organizational policies, procedures, and standards.
Member Service & Quality Assurance:
- Promote a culture of member-first service, ensuring all interactions align with CAA's values and commitment to excellence.
- Monitor calls, emails, and other interactions to assess quality, provide coaching, and identify training opportunities.
- Resolve escalated member issues effectively and promptly, taking ownership of complaints and ensuring resolution.
Reporting & Analytics:
- Track and report on key performance indicators (KPIs) such as average handling time, member satisfaction scores, and first-call resolution rates.
- Identify trends and opportunities for improvement through data analysis and present recommendations to the Contact Center Manager.
- Collaborate with the Contact Center Manager on strategic initiatives and process improvements.
Technology & Tools Management:
- Support the implementation and use of contact center technologies, including IVR systems, CRM tools, and workforce management software.
- Troubleshoot technical issues and collaborate with IT to minimize disruptions to operations.
What you'll need
Qualifications
Education & Experience:
- Post-secondary education in business administration, customer service, or a related field preferred.
- A minimum of 2-3 years of experience in a contact center environment, with at least 1 year in a leadership role.
- Experience in performance management, coaching, and team development.
Skills & Competencies:
- Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
- Excellent communication skills, both verbal and written.
- Analytical mindset with the ability to use data to drive decisions.
- Problem-solving and conflict resolution skills.
- Proficient in contact center tools and technology, including CRM systems and workforce management software.
Preferred Qualifications:
- Experience in project management or process improvement initiatives is an asset.
- Familiarity with CAA services and membership offerings is a plus.
We're looking for
Core Skills
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A little bit about us
CAA Atlantic
CAA Atlantic
At CAA Atlantic, we're not just a company; we're a driving force in the modern world of Atlantic Canada. With a rich history dating back to 1947, we are deeply rooted in our region, but our vision is firmly fixed on the future. Our mission? To revolutionize the way people experience safety, travel, and well-being in the 21st century.
Serving our members with pride across the four Atlantic Provinces, we're not your typical organization. As a forward-thinking, not-for-profit, we're committed to pushing the boundaries of what's possible.
If you're looking to be part of a company that's leading the charge in modernizing the travel and safety industry, look no further. As a four-time recipient of the Most Trusted Brand in Canada over the past five years, we're on an unwavering journey to become the most trusted member-focused organization and top employer in Atlantic Canada. Join us and be part of the future with CAA Atlantic. Together, we'll drive innovation, ensure safety, and redefine the way Atlantic Canada experiences the world.
Why Work With Us:
- Challenging work with an amazing team
- Strong commitment to the community and giving back (more than $50K in charitable giving to the IWK Foundation, Ronald McDonald House Atlantic and the Janeway Children’s Hospital Foundation in 2022, in addition to many more)
- A competitive compensation package
- Generous paid time off based on professional experience
- Paid volunteering
- Telemedicine - provides you with 24/7 direct access to medical care and wellness services by phone or video chat
- Health and Safety of employees is the number one priority
- Complimentary Premier CAA Membership
- An in-house gym facility and/or corporate gym rate and partial reimbursement
- An innovative and dynamic work environment
- Ongoing learning and development opportunities
Our Vision: To be the most trusted and sustainable Member organization in Atlantic Canada.
Our Mission: To make a difference every day by anticipating, understanding, and exceeding the expectations of our Members
Our Core Values
- WE WILL BE BOLD We embrace change and encourage bold decisions to be made in pursuit of delivering positive impact and innovative solutions for our Members and our community.
- WE DO WHAT WE SAY Our Members and our Community know they can trust us to be there when we say we will, to provide the safety and security they can count on and deliver the great service they’ve come to expect. Our word is our bond.
- WE THINK DIFFERENTLY We create a culture built on being curious, embracing new ideas, backgrounds, and perspectives, which expands our thinking and leads to creative solutions.
- WE DO THE RIGHT THING We commit to operating in the best interest of others, upholding integrity and being transparent in our actions and decision making.
Diversity and inclusion at CAA Atlantic
As a member-driven organization, we are dedicated to building a workforce that reflects the diversity of the communities in which we live. It is important to us that every employee has the opportunity to reach their full potential, and we recognize that diverse perspectives enhance our collective innovation, creativity and allow us to provide amazing service to our Members.
Accommodation
Applicants should identify if they require accommodation during the competition process (on a confidential basis). All postings available in alternate formats upon request.
Are you interested?
Work With Us
Find out more about life at CAA Atlantic by watching this short video on YouTube: Hidden Gems: Working at CAA Atlantic
To learn more about the CAA Atlantic employee experience visit our Careers Pages: