About the role
To support our continued growth, Brandt is looking to hire a Call Center Supervisor to provide support to our 24/7 call center operations team and lead the delivery of exceptional service support to our customers and dealer locations.
Reporting to the Director of Customer Contact, the successful candidate will be responsible for providing leadership to a team of corporate receptionists within the contact center.
This is a great opportunity for someone with previous management experience in call center environment looking to leverage their skills, experiences and passion for employees and customers to become part of a stable and growing company.
Brandt is a growing family business based in Regina with over 5,000 employees. We design and manufacture equipment, as well as distribute iconic brands like John Deere & Peterbilt. In all cases, exceptional customer support and deep customer understanding are critical. Fluency in both French and English is a requirement.
DUTIES & RESPONSIBILITIES
- Provide leadership to a team of 5-10 people in a 24/7 contact center environment
- Deliver skill development coaching to improve performance, productivity, sales and customer experience
- Measure, monitor and diagnose performance gaps to deliver on enterprise performance goals
- Coordinate and prioritize training and development opportunities to improve the knowledge and capabilities of team
- Collaborate with partners to achieve hiring plan and scheduling requirements to meet service level goals
- Manage risk and adherence to all internal procedures and policies
- Facilitate ongoing career development and growth opportunities
- Deliver KPIs and performance reviews
- Resolve customer and branch complaints and escalations as needed
#LI-onsite
Required Skills
-
Exceptional organizational and time management skills
-
Strong work ethic, combined with a dedication to excellence
-
Accomplished oral and written communication skills
-
Ability to diagnose skill and knowledge gaps and improve performance through skill development and coaching
Required Experience
- 2-5 years’ previous leadership experience preferred
- Demonstrated leadership skills with the ability to manage directly and indirectly reporting staff
- Relevant post-secondary education would be considered an asset
About Brandt Group of Companies
The Brandt Group of Companies — headquartered in Regina, Saskatchewan, Canada – is a privately owned manufacturing and distribution company that serves a growing international audience in industries such as agriculture, construction, forestry, rail, mining, steel, transportation, material handling, and energy. The company has 6000+ employees and more than 180 locations in Canada, USA, Australia, and New Zealand. Brandt is one of Canada’s largest privately owned companies and is among an elite group of Platinum Club members of Canada’s Best Managed Companies.
Le Groupe d'entreprises Brandt, dont le siège social est situé à Regina, Saskatchewan, Canada, est une entreprise privée de fabrication et de distribution qui dessert un public international croissant dans des secteurs tels que l'agriculture, la construction, la foresterie, le rail, les mines, l'acier, le transport, la manutention et l'énergie. L’entreprise compte plus de 6000 employés et plus de 180 sites au Canada, aux États-Unis, en Australie et en Nouvelle-Zélande. Brandt est l'une des plus grandes entreprises privées du Canada et fait partie du groupe d'élite des membres du Club Platine des sociétés les mieux gérées du Canada.
About the role
To support our continued growth, Brandt is looking to hire a Call Center Supervisor to provide support to our 24/7 call center operations team and lead the delivery of exceptional service support to our customers and dealer locations.
Reporting to the Director of Customer Contact, the successful candidate will be responsible for providing leadership to a team of corporate receptionists within the contact center.
This is a great opportunity for someone with previous management experience in call center environment looking to leverage their skills, experiences and passion for employees and customers to become part of a stable and growing company.
Brandt is a growing family business based in Regina with over 5,000 employees. We design and manufacture equipment, as well as distribute iconic brands like John Deere & Peterbilt. In all cases, exceptional customer support and deep customer understanding are critical. Fluency in both French and English is a requirement.
DUTIES & RESPONSIBILITIES
- Provide leadership to a team of 5-10 people in a 24/7 contact center environment
- Deliver skill development coaching to improve performance, productivity, sales and customer experience
- Measure, monitor and diagnose performance gaps to deliver on enterprise performance goals
- Coordinate and prioritize training and development opportunities to improve the knowledge and capabilities of team
- Collaborate with partners to achieve hiring plan and scheduling requirements to meet service level goals
- Manage risk and adherence to all internal procedures and policies
- Facilitate ongoing career development and growth opportunities
- Deliver KPIs and performance reviews
- Resolve customer and branch complaints and escalations as needed
#LI-onsite
Required Skills
-
Exceptional organizational and time management skills
-
Strong work ethic, combined with a dedication to excellence
-
Accomplished oral and written communication skills
-
Ability to diagnose skill and knowledge gaps and improve performance through skill development and coaching
Required Experience
- 2-5 years’ previous leadership experience preferred
- Demonstrated leadership skills with the ability to manage directly and indirectly reporting staff
- Relevant post-secondary education would be considered an asset
About Brandt Group of Companies
The Brandt Group of Companies — headquartered in Regina, Saskatchewan, Canada – is a privately owned manufacturing and distribution company that serves a growing international audience in industries such as agriculture, construction, forestry, rail, mining, steel, transportation, material handling, and energy. The company has 6000+ employees and more than 180 locations in Canada, USA, Australia, and New Zealand. Brandt is one of Canada’s largest privately owned companies and is among an elite group of Platinum Club members of Canada’s Best Managed Companies.
Le Groupe d'entreprises Brandt, dont le siège social est situé à Regina, Saskatchewan, Canada, est une entreprise privée de fabrication et de distribution qui dessert un public international croissant dans des secteurs tels que l'agriculture, la construction, la foresterie, le rail, les mines, l'acier, le transport, la manutention et l'énergie. L’entreprise compte plus de 6000 employés et plus de 180 sites au Canada, aux États-Unis, en Australie et en Nouvelle-Zélande. Brandt est l'une des plus grandes entreprises privées du Canada et fait partie du groupe d'élite des membres du Club Platine des sociétés les mieux gérées du Canada.