Customer Service Supervisor in Winnipeg at Lifetouch Canada Inc.

Date Posted: 1/23/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Winnipeg
  • Experience:
    At least 3 year(s)
  • Date Posted:
    1/23/2018
  • Job ID:
    CUSTO92122

Job Description

Lifetouch Canada has been capturing the spirit of today and preserving memories for tomorrow with quality student photographs for over 80 years. Our commitment to implementing new technologies helps Lifetouch maintain the highest standards of excellence and efficiency, and has been instrumental in making Lifetouch a leader in photography, printing, manufacturing and processing.

Customer Service Supervisor

Manages the service delivery of inbound customer service and Prestige Order Entry areas. Provides advanced assistance to consumer inquiries that have urgent or high priority concerns.

Primary Duties and Responsibilities:

  • Supervise all aspects of the Lifetouch Canada Customer Service team ensuring a high level of customer satisfaction.
  • Assist the Service Centre Manager in developing the inbound customer service strategy. Responsible for the implementation and execution of the customer service strategy.
  • Effectively manage staffing levels and service levels of inbound customer service function to ensure quality standards are met.
  • Develop and manage seasonal workforce plan to ensure cost control, achievement of service levels and business objectives.
  • Accountable for leadership responsibilities including recruitment, on-boarding, payroll and paperwork submission.
  • Accountable for training and development, establishment of team goal objectives, recognition program development, reviews, goal setting and performance management.
  • Responsible for ongoing contact with the Customer Service team to ensure efficient and timely flow of interactive communication.
  • Act as the point of contact for escalated consumer issues. Provides timely feedback to the appropriate internal business partner or department.
  • Develop and maintain internal relationships, including Lifetouch Canada leadership team, to effectively communicate consumer needs.
  • Communicate new sales and service program initiatives to the Customer Service team, focusing on a high level of customer satisfaction, both internally and externally.
  • Work directly with the Service Centre Manager to develop and manage the departmental operating budget.
  • Work directly with the Service Centre Manager to develop policy or best practices. Ongoing monitor of performance metrics to ensure both compliance and identification of improvement opportunities.
  • Develop staffing plans and schedules to ensure anticipated call volumes will be handled in accordance with departmental budgets and established performance metrics.
  • Maintenance of department systems and hardware to support the Customer Service functions.
  • Demonstrate care and concern for the safety and health of self and others by promoting and modeling all safety rules and guidelines, including reporting workers comp.
  • Ensure departmental adherence to company policies and procedures including PCI compliance.
  • Stay current on industry best practices.
  • Perform other projects or miscellaneous duties as requested or assigned.

Minimum General Requirements:

  • Degree or Diploma and 3 years of relevant experience in a leadership role; or combination of education and experience.
  • Proven leadership experience including, but not limited to, recruiting, staffing, on-boarding, training and development, establishing goal objectives, employee relations and performance management.
  • Excellent verbal, written and interpersonal skills communication skills.
  • Strong attention to detail.
  • Positive attitude and passion for servicing customers.
  • Ability to work under pressure.
  • Commitment to protect and enhance the customer service experience and Lifetouch brand.
  • Proven computer skills including using spreadsheet applications, word processing and some form of database.
  • Strong organizational and problem solving skills.
  • Provide a positive leadership example to CSR's and other employees.

Lifetouch Canada offers a competitive salary and compensation package including a deferred profit sharing plan and the opportunity to work for a highly successful, growth-oriented company.

Please send your resume and cover letter to hrcanada@lifetouch.com

We thank all applicants for their interest; however, only those selected for an interview will be contacted.