Contact Center Supervisor

If you're a strong leader ready to make an impact, this role is for you. Join us and make a difference at Bath Fitter.

Who are we?

For nearly 40 years, Bath Fitter has been perfecting its process to meet the needs and provide the best bathtubs for everyone. Our showers and bathtubs are made of shiny acrylic that is easy to clean and can be installed in just one day. Convenient! Every day, the people at Bath Fitter strive to do better; to improve products and customers' lives. Our vision is to be an excellent employer and business partner.

At Bath Fitter, we offer an engaged culture, a collaborative environment focused on mutual support, autonomy, and innovation. We are a growing organization that prioritizes employees and their quality of life. That's why we're proud to be certified as " Great Place to Work" & "Most Admired Corporate Cultures in Canada."

In summary, what does the role entail?

As the Contact Center Supervisor, you will oversee the daily operations of our contact center, ensuring efficient and effective service delivery. In this role, you will manage a team of Internal Sales Representatives (ISRs), monitor their performance, and implement strategies to improve operational efficiency. The ideal candidate will possess a proven track record of strong leadership skills, demonstrated through the development of high-performance teams, a customer-centric mindset, and the ability to drive results in a fast-paced environment.

Why become a part of the Bath Fitter Team?

• Remote position ;
• Complete group insurance ;
• Gym-free to employees at the TN Plant ;
• 401K featuring employer contributions ;
• Attractive employee and corporate discounts ;
• Vacation and mobile days ;
• Opportunity for advancement and professional development ;
• There are many other advantages to discover when you join Bath Fitter!
  
  

What is the ideal profile for this position?

• Bachelor’s degree in Business Administration, Communications, or a related field preferred ;
• Minimum 3 years of experience in a contact center or customer service environment, including at least 1 year in a supervisory role ;
• Proven leadership and team management skills ;
• Strong communication and interpersonal abilities ;
• Proficiency in contact center software and CRM systems ;
• Analytical and problem-solving skills with a customer-focused mindset to drive performance improvements and deliver exceptional service ;
• This role may require occasional evening or weekend work to meet operational needs.
  
  

As an Contact Center Supervisor, what will your responsibilities be?

• Supervise and lead a team of ISRs, providing guidance, support, and recognition to ensure high performance.
• Conduct daily team meetings to communicate updates, share best practices, and address concerns.
• Monitor and analyze team performance metrics daily, including call handling times, customer satisfaction scores, and SLAs.
• Conduct regular coaching and performance reviews, providing constructive feedback and development plans.
• Ensure the team delivers high-quality customer service, resolving inquiries and complaints promptly.
• Develop and implement strategies to enhance customer experience and satisfaction.
• Streamline contact center processes to improve efficiency and reduce costs.
• Prepare and present regular reports on team performance, customer feedback, and operational metrics for strategic decision-making.
• Identify training needs, coordinate programs for new and existing team members, and foster a culture of continuous learning and development.
  
  

We believe life is too short to not be passionate about what we do every day. Note that we are first and foremost looking for an authentic person to help us achieve our mission.

We look forward to meeting you.

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