Skybridge Americas
  • 16-Jun-2017 to 30-Jun-2017 (CST)
  • Winnipeg, MB, CAN
  • Salary
  • Term

On the bus line/heart of the city, full time benefits package: medical, dental, life, vacation, paid personal days, paid hollidays


Skybridge Americas Contact Centre Solutions platform provides access to omni-channel contact centre outsourcing services by combining @home agents with bricks-and-mortar, powered by state-of-the-art technology, to handle an annual volume of 25 million unique customer contacts per year.  Differentiated by our SkyAssist technology, our full-service solutions are custom-designed to meet the needs of both small businesses and Fortune ranked multinational corporations alike.  Our Customer Fulfillment provides custom, multi-channel fulfillment services for some of the World's most iconic brands. With a dedicated and seasoned client services team, we are partners to our clients, allowing you to focus on other efforts such as product development and marketing.

Reporting to the Account Manager in our Winnipeg, Manitoba (Canada) location, the Account Supervisor position is a critical role in our Contact Center and for our premier client.  

This position will be responsible for supervising the day to day performance and service delivery of our a talented team of Account Coaches, Support Staff, and their Customer Service Brand Agents to ensure that all Skybridge operational goals are delivered through multi-channel technology.  This position has bonus opportunity aligned with performance expectations and achievement. 

This role is responsible for providing leadership to direct reports through coaching, mentoring, and program expertise to support success and to ensure work distribution is allotted appropriately and effectively. 

Team Supervision

  • Inspire, motivate, and retain a world class contact center team by upholding the Skybridge Americas Mission, Vision and Values and serve the clients customers with the highest level of elegance.
  • Provide tools and resources to assist the Coaching Staff and Agents with delivering the highest level of service and adherence.
  • Mentor, coach and develop the skill set of the team members and provide leadership and guidance to all direct reports, responsible for overall team attrition, retention, engagement and morale. 
  • Ensure team assignments and workload is scheduled and managed to ensure standards are met and exceeded
  • Responsible for recruitment, selection, orientation, and training of new Account team members
  • Responsible for effective performance management and development planning of direct reports, ensuring ongoing retention of a highly effective and engaged team.
  • Responsible for effective and efficient processing of the assigned team payroll.

 Service Delivery

  • Monitor all Account Key Performance Indicators and ensure full adherence to client Service Level Agreements, collaborating effectively with the Service Delivery Manager.
  • Collaborate with the Service Delivery Manager and support departments to proactively address problems directly affecting day-to-day operations.
  • In conjunction with the Service Delivery Manager, proactively manage and maintain contractual service levels on the PCH account.  Manage customer expectations with operational excellence. 
  • Ensuring Utilization targets are attained and proactively escalate concerns or issues to the Service Delivery Manager. 
  • Providing regular feedback, share techniques and best practices to best fulfill the needs of the customer and ensure quality goals are met.
  • Responsible for the team's performance management and all progressive discipline in collaboration with the Coaching Staff. 
  • Responsible for ensuring direct reports are aligned with Skybridge strategies, initiatives, and client requirements. 
  • Other duties as assigned 

Qualifications:

  • Bachelors Degree and/or equivalent experience
  • Minimum of 3+ years experience in a leadership position with supporting contact center staff
  • Excellent computer and system skills Microsoft Office is required
  • Excellent organizational and communication skills (both written and verbal).
  • Demonstrated ability to proactively build and lead teams in addition to enhancing team cohesiveness and goal achievement.
  • Excellent understanding of Customer Contact Center technology.

Skybridge Americas is committed to diversity and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Skybridge Americas
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