Assistant Call Centre Supervisor

Job Responsibility:

A new and exciting opportunity exists at AccuSource Communications LP, a division of Mainroad Group, for an Assistant Call Centre Supervisor. This is a full-time role based out of our office in Port Kells, Langley, B.C and will report to the Supervisor. In this position, you will be responsible for overseeing the daily operations of our call centre and ensuring that our customers receive exceptional service.

About AccuSource

AccuSource Communications LP is a 24-hour communications centre which takes calls and responds to the public on changing highway/road conditions, hazards, and incidents. Our fast-paced call centre requires quick response times, accuracy in data entry, urgency to assist and patience to help the general public in stressful situations.

This full-time position is based in Port Kells, Langley, with primary working hours from 2:00 PM to 10:00 PM, following a shift pattern of 6 days on and 3 days off. Flexibility in scheduling is essential, as the candidate may occasionally be required to work different shifts (morning, afternoon, or night) or on different days based on operational needs.

The successful candidate shall have the following qualifications:

• Minimum three (3) years of call centre, dispatch, or customer service experience
• Two (2) years of previous supervisory experience is preferred
• Grade 12 education or higher
• Able and flexible to work shifts, including days, afternoons, and/or graveyards
• Strong verbal and written communication skills
• Accuracy and attention to detail
• Proven leadership capabilities including coaching, conflict resolution, problem solving, and team building
• Able to remain calm and composed in high pressure situations
• Able to deal with conflict in a professional manner
• Knowledge of computers, data entry, Excel, Word and strong typing abilities
• Knowledge of social media platforms including, Facebook & Twitter
• Knowledgeable in the geographic layout of the lower mainland considered a strong asset

Job duties include, but are not limited to, the following:

• Answers inquiries from the general public regarding road and traffic conditions in a professional, courteous, and knowledgeable manner
• Logs all incidents promptly, clearly and accurately so that any entry can be used in minor or major investigations
• Keeps a log of all calls
• Identifies operational problems and promptly notifies the road crew
• Develops training materials and provides training & orientation to staff
• Manages and supervises a team of call centre representatives, providing guidance and support as needed
• Supporting supervisor in process implementation***
• Reviews and sends timecards to Supervisor
• Answers inquiries from the media, Ministry of Transportation and Highways and the general public in a discrete, courteous, and knowledgeable manner
• Actively and consistently acquiring knowledge of existing, upgraded and new equipment, technology and traffic flow operations

Interested applicants are asked to submit their cover letter and resume. Please note that only shortlisted candidates will be contacted.

Mainroad Group is an equal opportunity employer that values diversity and inclusion in our workplace. We welcome and respect people of all backgrounds, identities, and perspectives. We are committed to creating a fair and equitable work environment where everyone can thrive and succeed.