Canada Supervisor, Contact Centre - Posting #88861
TSYS Managed Services Canada - Greater Sudbury, ON

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Summary of Job Function

Oversees the day-to-day operation of a 24/7/365 call center environment or back office operations. Ensures all productivity, quality standards, service level agreements are met, while supporting the development of individual team members. Maintains close contact with client relations and project management areas to stay involved in client needs. Resolves customer issues by analyzing the situation and producing effective and practical solutions.

Essential Responsibilities

§ Assigns daily work and ensures completion in accordance with performance standards set forth by client contract. When necessary, performs the job function to meet client requirements.
§ Coaches team members for performance development and displays a positive attitude in order to develop a team environment and accomplish team goals / company objectives.
§ Monitors team members’ attendance and adherence to work schedules.
§ Continuously monitors the performance and quality of each team member, providing monthly coaching, mentoring, counseling and training.
§ Conducts employment interviews.
§ Ensures team members are trained and certified in work function. Coordinates follow-up and new training requirements.
§ Identifies and evaluates the work processes and recommends changes to increase productivity and efficiency.
§ Adjust daily staffing in real time to respond to unplanned changes throughout the day, night and weekend.
§ Resolve escalated customer issues. Assist the Manager/Associate Director in day-to-day operations of the call centers when necessary.
§ Keep team members informed of TSYS Human Resources policies and procedures and for following-up with Human Resources regarding any occurrences that might require their attention.

Required Knowledge, Skills and Abilities

§ Exhibit characteristics that align with corporate leadership and core values.
§ Listen well and utilize information.
§ Ensure meaningful performance evaluation meetings and documentation
§ Understand the clients’ business and collaborate with the clients to meet their objectives.
§ Plan and manage to annual budget for cost center.
§ Understand the factors which enable TSYS to prosper.
§ Work well in a fast-paced, high pressured environment with irregular hours.
§ Travel as required.
§ Possess and apply specialized knowledge unique to the organization using common methods and principles.
§ Analyze information for routine problem resolution.
§ Plan and lead the work efforts of others.
§ Demonstrate appropriate leadership style in varying circumstances.
§ Guide team members performing specialized duties.

Education and/or Experience

Four year college degree and five or more years professional experience or seven or more years professional experience is required. Working knowledge of Excel, Work, Powerpoint and Viso required. Bilingual in French is an asset. Previous management experience is preferred. Appropriate TSYS experience is preferred. Six Sigma Green Belt certification is preferred.