Spud is looking for a Community Care Supervisor!
The role of a supervisor is to bring leadership to the department and run the day-to-day operations, to provide support to customers and staff, ensuring we are providing a world class customer experience and striving for continuous improvement every day and works on projects that improve our customer experience and streamline processes.
SPUD.ca is an online grocery delivery business in Western Canada. We are a passionate team who believe that food touches every aspect of our lives, so we are advocates for sustainable farming practices, sourcing locally, treating animals humanely, and reducing food waste. As a Certified B Corporation since 2013, we are committed to socially responsible business practices.
Duties & responsibilities:
- Manage, delegate, and prioritize high-volume calls and e-mails in a fast-paced environment requiring multi-tasking and decision making.
- Organize and plan daily operations within the Community Care team.
- Respond to internal and external customer service issues and coordinate solutions between internal departments such as stores and distribution centres through e-mail, phone, and chat in a timely and efficient manner.
- Coach and train Community Care team members via call coaching, performance metrics/stats and regular meetings.
- Adhere to call centre/customer care Key Performance Indicators (KPI's).
- Manage call center targets for Service Level, AHT, AWT, AHT and Abandon Rate.
- Enhance the customer service experience through customer centric process and CSAT.
- Additional duties as assigned
