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Call Centre Supervisor

Toronto, ON
- Responsible for supervising, coaching, and developing all Travel Counsellors in the Call Centre to ensure all daily service levels are met
- Manage the day to day operations of the Call Centre
- Recruitment and training orientation for any new hires for the Call Centre
- Responsible for escalated customer calls from the Travel Counsellors
- Establish and maintain performance standards for staff, including productivity/revenue
- Monitor call volumes, attendance and punctuality of call centre employees via Avaya phone system
- Manage Reservation In-Box (Filter new quotes, upgrades, consumer requests for changes, call outs of schedule changes and hotel bumpings of online bookings, price drop requests, invoicing of non-merged online bookings, web booking insurance cancellations and assist in workload as needed)
- Responsible for identifying high and low performers
- Performance management of under performers
- Reviewing Employee Personal Call Conversion via CMS, Abandoned calls, Aux time etc.
- Monitor attendance of the department ensuring organizational needs and service levels are not impacted (Log Ins/Log Outs)
- Scheduling and submission of payroll time sheets
- Communication of problems with immediate escalation to Management
- Available to work flexible shifts
- Assist with other duties as assigned
Minimum Requirements
- Exceptional customer service skills
- Minimum of 5 years Previous Call Centre experience required
- Supervisory experience an asset
- Self-motivated with effective time management skills, able to manage a varied workload
- Exceptional written and oral communication skills
- Ability to work independently as well as part of a team
- Good problem solving ability, attentive to detail
- Advanced analytical skills an asset
- Travel experience an asset
Other Information
At Sunwing we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability. We would like to thank all that apply however only those who meet the qualifications will be contacted.
Apply for this Position
If you are interested in applying for this position please send your cover letter and resume quoting the position applied for in the subject line to
Posted Date 7/Mar/2013 Closing Date 28/Mar/2013
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