Supervisor Customer Care

Here at RT Holdings Inc (Right Time Heating and Air Conditioning) we strive to provide the best service and products to our customers, with a dedicated, highly skilled workforce that has a solid foundation built on mutual respect. At Right Time Heating and Air Conditioning, we have always valued our employees as our most important resource, helping our team grow their skills and wealth in a fun, culture focused environment.

We know that to have the best employees, we need to be the best employers! Our team is dynamic and enthusiastic, and we know you will enjoy working and growing with us!

As a growing industry leader, we provide service and home comfort solutions to over 250,000 Canadian customers each year! We are a team of extraordinary home service experts providing extraordinary service. We are people who go the extra mile to ensure peak performance for our customer’s homes electrical, plumbing, and heating/cooling systems.

• Conduct regular one-on-one coaching sessions to enhance agent skills.
• Provide feedback and set performance improvement plans.
• Identify training needs and coordinate with the Training department.

• Monitor and analyze team performance against established KPIs.
• Implement strategies to improve agent performance.
• Conduct regular performance reviews and set goals.

• Manage daily contact centre operations to ensure efficient customer handling.
• Collaborate with Workforce Management for optimal staffing.
• Monitor real-time metrics and adjust resources as needed.

• Ensure a customer-centric approach in all agent interactions.
• Handle and resolve escalated customer issues.
• Work with other departments to ensure a seamless customer experience.

• Prepare and present performance reports to leadership.
• Analyze trends to identify opportunities for process improvements.
• Use data-driven insights to enhance team performance

Parameters for Success: KPI’s
Booking Rate Percentage:
Achieve and maintain target booking rates for CSR agents.

Average Handle Time (AHT):
Optimize call handling times without sacrificing service quality.

First Call Resolution (FCR):
Ensure high rates of resolving customer issues on the first call.

Customer Satisfaction (CSAT):
Maintain or improve customer satisfaction scores.

Agent Productivity:
Ensure agents consistently meet or exceed productivity targets.

• Meet or exceed service level agreements (SLAs) for response times.
• Maintain low call abandon rates by ensuring prompt agent availability.
• Ensure consistent adherence to contact centre service levels across all channels.

• Demonstrate strong leadership in guiding and developing agents. Encourage continuous learning and professional growth within the team.

Data-Driven Decision Making:
Utilize data and insights to drive performance improvements. Make informed decisions based on performance metrics.

Collaboration:

Work effectively with other departments to achieve common goals. Foster a team-oriented environment that values collaboration.

Customer-Centric Mindset:
Prioritize customer needs in all decision-making processes. Advocate for a positive customer experience across all channels.

• Bachelor’s degree in business administration, Communications, or related field preferred
• Minimum of 3-5 years of experience in customer service or call center environment
• At least 2 years of supervisory experience in a customer service setting
• HVAC knowledge would be an asset

• Excellent leadership and team management abilities
• Strong verbal and written communication skills
• Exceptional problem-solving and decision-making capabilities
• Proficiency in customer service software and CRM systems
• Analytical skills for interpreting performance data and metrics
• Ability to multitask and prioritize in a fast-paced environment
• Conflict resolution and de-escalation techniques

• In-depth understanding of customer service principles and best practices
• Familiarity with quality assurance processes and performance metrics
• Knowledge of relevant…