Customer Liaison Supervisor

Customer Liaison Supervisor

Permanent, Full Time

Woodstock, ON

Step into the role of the Customer Liaison Supervisor and become a key player in delivering extraordinary service and unforgettable experiences for Execulink customers! In this role, you will empower and motivate a team of Customer Liaison Representatives, serving as their coach and mentor to help them achieve their full potential. Your constructive feedback and innovative guidance will empower your team to excel in every customer interaction.

As a vital member of our leadership team, you will have the opportunity to shape our customer service strategy by making impactful decisions that resonate with our Vision, Mission, and Values. You will be at the forefront of recommending and implementing exciting new programs, policies, and procedures that continuously enhance the Customer Care Team's processes, benefiting both our valued customers and Execulink.

In this dynamic role, you will be responsible for hiring, training, and retaining passionate, service-oriented Customer Liaison Representatives. You will provide inspiring leadership through coaching, develop key performance indicators (KPIs), conduct engaging one-on-one meetings, and perform quality reviews across various communication channels, including telephone, email, and chat. Your focus on enhancing product knowledge and customer service skills, driven by internal feedback, will ensure that our team consistently exceeds expectations. Join us in redefining customer service excellence and making a lasting impact!

Position Details:

• Permanent full-time position
• This is a hybrid work opportunity based out of our head office in Woodstock, Ontario, offering a combination of remote and in-office work
• Department hours of work:
  • Monday to Friday 8:00am-8:00pm
  • Ability to work flexible hours when necessary to meet needs of the business

Primary Responsibilities:

• Hire, train, and retain team members

• Coach individual team members to achieve Target KPI metrics and deliver an awesome customer experience
• Work closely with the Customer Care Manager to set appropriate KPI metrics
• Conduct individual coaching sessions aligned with established plans
• Develop and deliver regular Team Meetings
• Maintain clear communication with direct reports
• Write and deliver Quarterly Performance Reviews (QPR’s) and Employee Performance Improvement Plans (EPIP’s)
• Document performance, attendance, or behavioral issues and ensure timely resolution, including termination, in accordance with Management and HR guidelines
• Approve payroll timesheets, vacation and time-off requests
• Coordinate with the Resource Supervisor to meet service levels
• Identify and resolve customer service issues through effective problem management
• Develop and report on inbound and outbound service initiatives
• Collaborate with other departments to develop new programs and projects
• Analyze project results and adjust programs to meet targets
• Approve credit and refund requests within set limits
• Create requests for internal system changes

Qualifications:

• A minimum of 2 years of supervisory experience in a customer experience contact center, handling both inbound and outbound communications during extended hours
• Proven track record of leading, coaching, and motivating contact centre employees to deliver exceptional customer experiences while meeting key performance indicators (KPIs)
• Experience in developing and analyzing outbound service campaigns, with the agility to adapt plans as necessary
• A university degree or college diploma in Business or a related field is preferred
• Familiarity with Customer Relationship Management (CRM) applications is an asset
• Strong proficiency in a Windows PC environment, with excellent keyboarding and data entry skills; above-average competency in Microsoft Office Suite, including Word, Excel, and Outlook

Required Skills & Abilities: 

• Exceptional leadership and motivational abilities to drive outstanding customer experiences
• Strong analytical skills to develop improvement strategies based on performance results
• Comprehensive understanding of best practices and tools for delivering exceptional service
• Ability to maintain composure and effectiveness in high-pressure, fast-paced environments
• Clear and impactful verbal and written communication skills
• Keen attention to detail, ensuring accuracy and thorough follow-up
• Excellent negotiation skills to effectively manage customer expectations
• Proficient in prioritizing and managing multiple tasks with strong planning and organizational capabilities
• Tenacious, self-motivated, and results-driven
• Highly professional demeanor with an approachable attitude

What we Offer:

• Internal growth and learning opportunities
• Challenging and rewarding place to work
• Comprehensive health and benefits
• Competitive starting rates
• Employee discount plan on Execulink services
• RRSP matching program
• Tuition reimbursement

Interested in joining our Execulink Team? Learn more about us below!

About Us

At Execulink Telecom, the largest locally owned independent telecom company in Southwestern Ontario, our only goal is to enhance your lifestyle at home, work, and play. We have an unwavering commitment to continue to build a positive team, with a friendly, family spirited approach. The selection of exceptional talent is important to us!  When you join Execulink, you’re joining a team that’s focused on not only providing an AWESOME experience to our customers, but to our employees as well. We live and breathe our Mission, Vision, and Values and are searching for individuals who are excited to contribute and do the same!

Visit our company website at Careers | Execulink® Telecom

We thank you for your application!

Only those selected for an interview will be contacted.

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