Trans Canada Flow Tolling Inc. (TC Flow) was founded in 2012 in British Columbia, Canada as a joint venture between international companies Sanef and Egis Projects. TC Flow provides the toll collection and customer service for the Port Mann / Highway 1 Improvement Project on behalf of Transportation Investment Corporation. Our focus is customer service and assuring the satisfaction of all Port Mann Bridge users and our client by providing world-class service.
Under general supervision of the Operations Manager, the Operations Supervisor is responsible for providing leadership and support to Customer Service staff including administration, evaluation, coaching and training. This role is responsible for contributing, as part of the Operations leadership team, to achieving all KPIs associated with Customer Service.
Utilize business information to supervise, coordinate and monitor the activities of the Customer Service Centre (CSC) team to achieve designated key performance indicators (KPIs).
Ensure daily personal performance measures are available to effectively utilize information to manage the workforce for continuous improvement.
Must be able to identify CSR coaching/training needs and implement performance improvement plans.
Must ensure schedule and process adherence and assist with developing training materials and process-related documents.
Responsible for effective human resources administration; including training, evaluations, coaching, mentoring, recommending salary increases, promotions, and corrective actions; reviews, approves, and maintains timesheets and leave requests for staff.
Monitor and document the quality of customer interactions handled via incoming and outgoing telephone calls, email, mail, fax and web inquiries, as well as Image Review transactions.
Provide continuous feedback to CSRs to manage adherence to the KPIs and internal objectives.
Handle escalated walk-in customers as well as complete escalation call backs as required.
Service and assist customers at the front counter as needed.
Support company policies, procedures and contractual requirements when communicating with customers and the CSC team.
Provide input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures as required to improve operations in efficient achievement of performance indicators or to support changing business requirements.
Perform daily administrative duties, such as cashing out CSRs, checking decal inventory, monitoring and highlighting system issues, ensuring daily KPI’s and internal objectives are met.
Generate internal and external reports as required.
Identify problems with office equipment, systems and general toll issues and communicate or escalate these issues to the proper area for resolution. Coordinate with other unit personnel as necessary to resolve issues.
Regularly communicate with other units to foster an effective team environment and ensure these areas are aware of issues that may impact their area.
Ensures compliance with toll system agreement contract.
Perform other work as required and assigned
Minimum 3+ years in a supervisory position
Previous contact centre leadership experience required
Strong computer skills, including Excel and Word required.
Sound judgement, attention to detail, able to quickly to understand and identify issues and propose resolutions, proactive and solutions-oriented.
Previous working experience and ability to communicate with all levels of staff.
Knowledge of various Call Center Reporting Systems would be a plus.
Must be flexible, able to work in a fast-paced customer-focused environment.
Strong written and oral communication skills are required.
Shift work is required as this is a 7-day/week operation