Bilingual Contact Centre Supervisor Job in SUDBURY, ON - Adecco

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Job Summary
Bilingual Contact Centre Supervisor
Location: SUDBURY, ON Category: Sales & Customer Service
Status: Direct Hire Reference: ca_en_2_026659_12594
Posted: January 11,2017 Salary: N/A

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Ontario One Call (ON1Call) is the legislated ‘Call Before You Dig’ provider and Regulator for the Ontario Underground Infrastructure Notification Systems Act 2012.

ON1Call operates an inbound contact centre which takes and processes requests from anyone who may be digging near underground infrastructure and routes the request to our members. The over 800 underground utility owners or operators – including utilities, municipalities and other entities – who are the members of ON1Call, can then provide locates to protect their buried infrastructure. ON1Call is also responsible for public education, industry outreach and compliance. ON1Call’s mandate is defined in Provincial Law and we are governed by a representative Board of Directors consisting of both excavator and members.

Position overview:
ON1Call is searching for a Contact Center Supervisor who will oversee the Sudbury contact centre with support from the Contact Centre Manager located in Guelph. This role will provide assistance to Team Leads and Agents. The Supervisor will monitor attendance of the Sudbury contact centre and provide assistance to Team Leads with coaching for Agents. They will assist the Contact Center Manager with oversight and management of specified contact center functions, assist with the training of staff on systems, procedures, and provide assistance with escalated calls from Agents. The selected candidate will be responsible for reporting any activity in regards to facilities, day to day business and IT issues to appropriate Managers within the Guelph office.

Primary Responsibilities:

Ensure agreed customer service standards are consistently met
Must be flexible with hours as schedules could change pending business needs.
Provide guidance and coaching to agents regarding product, processes and procedures as needed (determined by Contact Centre Manager)
Consistently monitor staff levels and liaise with management regarding any adjustments
Consistently monitor and Improve quality results; liaise with the Contact Center Manager to implement changes as required
Monitor systems and efficiently report issues or concerns to the appropriate parties
Ability to train new agents on ON1Call applications, policies, procedures and duties
Ability to continuously develop knowledge of ON1Call and all Contact Centre requirements for best training escalation handling results; assisted by the Contact Centre Manager as required
Daily communication and reporting to Contact Centre Manager
Monitor and report any system or IT related issues to IT Manager
Actively participate in performance appraisals for direct reports with support from Contact Centre Manager
Supervise the day-to-day operation of the Contact Centre and assist the Contact Center Manager as required


Excellent customer service skills
Proven skills in:

Time and priority management
Communication and interpersonal relations
Analytical thinking and problem solving
Leadership and management
Coaching and motivational skills

Intermediate skills with Microsoft Office Suite, the desire and ability to learn new software
Ability to work as part of a team
Positive attitude
Able to work well under pressure and adaptable to rapid change


Minimum 4 years’ experience providing excellent customer service
Minimum 3 years supervisory experience
Minimum 2 years’ experience in a call centre environment an asset
Post-secondary education and / or Industry experience are assets
Fluency in both official languages

To apply for this position email your resume and cover letter to referencing ‘ON1Call Contact Centre Supervisor’ in the subject line.

We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

As part of the recruitment process, the selected candidate will be required to provide employment references and successfully complete a criminal background check.



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**Note: Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.**