Contact Centre Supervisor Cogeco

Lead contact centre service at Cogeco in Burlington or Montréal, using coaching and escalation management across rotating 24/7 shifts.This Supervisor oversees Office of the President and social media agents within the contact centre. The position manages customer service quality, retention, sales opportunities, and escalated contacts. It requires coaching, performance management, technical troubleshooting, and clear communication.Key Responsibilities:
Supervise, coach, guide, and develop contact centre representativesHandle escalated customer and employee matters professionallySet objectives and conduct performance appraisalsMonitor service levels through audits and performance reportsSupport change management and process improvement initiativesRequirements:
College diploma or equivalent education and experienceFive years call centre or customer service experienceAt least two years supervisory experienceKnowledge of customer databases, CATV technologies, and internet systemsFlexibility for rotating shifts in a 24/7 environmentBring supervisory leadership, customer escalation expertise, and technical troubleshooting skills to Cogeco’s contact centre operations.
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