The Customer experience supervisor is responsible for coordinating the daily operations of west canadian customer experience teams to ensure the efficient operation of the team. This role involves overseeing customer expericence staff, maintaining accurate records, and ensuring that the customer experience team operate in compliance with company policies.

As a member of the Customer Service Director’s team, the Customer Experience Supervisor brings their expertise to address the following challenges:

• Ensuring that the service standards and objectives set by the company are met within their team;
• Training and supporting team members: in addition to assisting team members daily when they encounter difficulties, the supervisor also trains them to improve their customer service, communication, problem-solving skills, etc.;
• Managing the Customer Experience Representatives team: scheduling, time-off/holidays, conducting employee evaluations, and helping them define and achieve their annual goals, responsible for hiring with the assistance of the HR team;
• Allocating tasks within the team based on each member's skills and capabilities to maximize operational efficiency;
• Resolving complaints or conflicts with customers;
• Finding solutions and ensuring customer satisfaction while adhering to company rules and constraints;
• Monitoring and analyzing team performance;
• Maintaining a deep knowledge of the company’s products or services to provide accurate information and make recommendations based on customer needs;
• Communicating company policies, vision, and objectives to employees;
• Contributing to fulfilling Sani Marc's mission;
• Any other tasks that may be assigned by their immediate supervisor.

To perform well, you must:

• Have at least 3 years of experience in managing a call center;
• Hold a college diploma in a related field;
• Have skills and experience in team management;
• Demonstrate a natural aptitude for sales and a passion for customer service;
• Be able to communicate effectively and convey a vision, as well as directives;
• Have excellent verbal and written communication skills;
• Beeing able to communicate in french will be considered an asset;
• Be able to work under pressure and adapt quickly to changes;
• Have a general knowledge of computers;
• Possess strong learning and adaptability skills, while being proactive and energetic;
• Thrive on challenges and be a team player – we go further together!

• Group insurance coverage
• Long Term Disability Insurance
• Dental insurance
• Medical and paramedical expenses insurance
• Life insurance
• Employee discount
• Pension plan
• Employee Assistance Program
• Social activities
• Travel insurance
• Gifts of recognition of seniority
• Talent referencing
• Telemedecine
• Employer's participatory RRSP
• Mobile holidays
• Possibility of advancement
• Dynamic team