Supervisor – Regional Contact Center

By Festo Canada Inc.

Dead Line: April 2, 2016

Festo is a global leader and innovator in the field of electrical and pneumatic automation solutions for the Factory and Process Automation Industries. To support our continued growth in the US and Canada, we are searching for a select individual to join our supervisory team in our Regional Contact Center. This position is located in Mississauga, Ontario.

Duties of this job include:

• • Build, support, and monitor a team of customer care professionals to meet and exceed internal and external customer requirements and ensure core company values are met.
• •Accountable for achieving customer service targets, as well as planning areas of improvement or development for a team within the Contact Center.
• •Lead, coach, mentor, and manage a team of Regional Contact Center agents.
• •Stimulate solidarity, mutual respect, engagement, and unity in the team.
• •Carry out supervision, call monitoring, coaching, training, disciplining, and reviewing of agents issues.
• •Communicate with other departments and management to resolve problems and expedite work.
• •Interpret and communicate work procedures and company policies to staff.
• •Prepare, maintain, and submit reports and records, such as operational and personnel reports.
• •Make recommendation to management concerning staff and improvement of procedures.
• •Effectively carry out performance measurement, monitoring, and evaluation of agents to improve efficiency and quality.
• •Actively identify, develop, and drive improvements in processes and procedures.
• •Other duties and tasks as assigned.
   

Desired Skills and Experience

• •University Degree and/or College diploma required (business degree or diploma preferred)
• •Successful and proven supervisory experience in a contact center or equivalent operational environment – preferable 2-5 years
• •Proficiency with MS-Office, (SAP is an asset)
• •Excellent verbal, written communication, and presentation skills
• •Some travel required to the US and Germany (1-2 times per year)
   

Candidates that are looking for a challenge, and interested in becoming part of a dynamic team should forward their resume in confidence by email to the attention of Human Resources hr.bestjobs@ca.festo.com by November 13, 2015. Please put Supervisor – Regional Contact Center in subject line.

Festo Inc. 5300 Explorer Drive Mississauga, ON L4W 5G4 Tel: 905-614-4600 Fax: 905-624-9001 hr.resources@ca.festo.com www.festo.ca