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Supervisor, Customer Service

Serefin is seeking an experienced Supervisor, Customer Service to join our team.

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Role Profile

We are currently seeking a Supervisor, Customer Service to join our multi-channel Contact Centre who will work remotely. In this exciting and challenging Supervisor role, you will report to the Manager, Customer Service while leading a team of 15-20 Customer Service Representatives and a Team Lead. The Supervisor is responsible to staff, develop, train and coach the team in delivering an exceptional customer experience in each interaction and monitor the team's ongoing performance levels. Our ideal candidate is a decisive and effective communicator across a wide range of stakeholders who can motivate a team and possesses excellent verbal and written skills, superior organizational and multitasking skills with a can-do attitude who thrives in a fast-paced high-volume setting.

What is your day going to look like?

  • Communicate latest updates on programs, policies, procedures, requirements, initiatives to team
  • Listen to calls and review scorecards; schedule coaching session and provide training and coaching including role playing and Q&A component and attend to any questions or concerns such as clarifications of program details or call workflow
  • Monitor individual agent and overall team’s performance including QA scores and internal call quality standards, schedule adherence and KPI requirements and address issues as appropriate
  • Collaborate with Managers and Supervisors on procedural matters, training material, unexpected technical issues, questions or concerns which may impact customer experience and assist in the production of program documentation delivered to the agents for their sound understanding of protocols
  • Handle specific requests from the agents with regards to work schedule, time off, etc.
  • Monitor overall agent schedule to ensure proper coverage for each campaign and request appropriate adjustments as needed
  • Track agent hours for Payroll
  • On Call coverage as assigned
  • When possible, participate in team building games and activities

Scope of Role

  • Facilitate the success and ongoing development of a customer service team sharing your expertise of client programs, policies and procedures in continuously striving for an exceptional customer experience and meeting customer service goals reflecting customer satisfaction and loyalty
  • Professionally manage customer escalations, assist in troubleshooting and resolving issues
  • Accurately collect and input data related to customer and team interactions, agent productivity and issue resolution to meet business reporting and analytical requirements
  • Engage with Quality Assurance and RTA/Planning teams to understand and ensure your agents’ performance on quality scores and schedule adherence both on an individual and overall team basis
  • Collaborate with Managers and Supervisors to identify gaps or inefficiencies in procedures, create new training material and capitalize on coaching and mentoring opportunities to meet team’s KPIs
  • Foster a healthy and pleasant work environment offering encouragement, guidance and constructive feedback in a positive, respectful, objective and tactful manner
  • Communicate updates to company or client programs, policies, procedures and initiatives
  • Oversee special projects as assigned by Manager
  • Assist in front and/or back-office customer service needs as required

Required Experience

  • 1+ years proven experience as a Call Center Supervisor or similar supervisory position
  • 2+ years experience in customer service with a high standard of care and customer-focused mindset
  • Strong management and leadership skills and capable of efficiently managing workflow
  • Superior empathy and effective listening skills, ability to handle difficult or sensitive situations and skilled in conflict resolution, meeting the needs of both the customer and the business
  • Computer knowledge including advanced Microsoft Office Suite and previous experience with Five9, Verint and Salesforce software an asset
  • Proficiently bilingual, spoken and written - English/French
  • Exceptional inter-personal skills, proactive with a strong desire to coach, train and build skillsets to enhance team’s capabilities and maintain quality in all aspects of work
  • Adapt well to change and quickly and successfully, when necessary, shift priorities as needed
  • Proven time-management skills with the ability to work effectively and meet all deadlines
  • Analytical and critical thinking while solving complex problems, detail-oriented and keenly thorough
  • Must successfully complete initial training and you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance
  • Varied shifts, flexible full-time schedule available - 24/7, 365 days per year including weekends

Please email your resume to