Supervisor, Customer Advisory Service

The Supervisor, Customer Advisory Service plays a key role in supporting and engaging a team of agents who are passionate about the customer experience.

You will be responsible for maintaining the highest standards of customer satisfaction while supporting the performance, development, and well-being of your team.

As a hands-on leader, you will actively contribute to the continuous improvement of our processes, tools, and overall experience for both customers and employees, in collaboration with our business partners.

Key Responsibilities

Leadership and Team Management

• Ensure the day-to-day operations of a strategic team in order to deliver efficient, high-quality customer service
• Coach, mentor, and support advisors in managing customer requests, including complaints and technical issues
• Foster a work environment aligned with VOSKER’s culture and values, focused on collaboration and performance
• Monitor attendance, punctuality, and response time standards, and contribute to demand management as needed

Quality, Performance, and Development

• Maintain a high level of knowledge within the team and ensure the sharing of customer experience best practices
• Conduct call monitoring, email reviews, and chat evaluations to ensure the quality of customer interactions
• Develop and follow up on personalized performance plans that support continuous development and career progression
• Participate in recruitment interviews, onboarding of new employees, and ongoing team training

Continuous Improvement and Collaboration

• Analyze performance indicators, dashboards, and monitoring tools to prioritize coaching and support actions
• Identify, analyze, and synthesize key pain points in both the customer and employee experience
• Collaborate with internal partners to resolve complex issues, particularly related to loyalty and merchandise returns
• Contribute to the implementation of new ways of working, projects, and innovative initiatives
• Participate in maintaining and updating knowledge management tools

• College diploma (DEC or equivalent)
• Minimum of 2 years of experience in team management (or relevant related experience)
• Experience in a call center or customer service environment (strong asset)
• Minimum of 2 years of experience in customer experience
• Experience managing remote or offshore teams (asset)
• Experience in loyalty, retention, or merchandise returns (assets)
• Excellent coaching and people development skills
• Strong analytical, synthesis, and judgment abilities
• Experience in change management
• Project management experience (asset)
• Bilingual in French and English, both spoken and written

EQUAL OPPORTUNITY EMPLOYER

At VOSKER, we value the uniqueness of every individual and celebrate the diversity that helps us redefine what’s possible. We foster collaboration in a healthy, inclusive work environment where all voices are heard.

If you have specific needs to make the recruitment process more accessible, don’t hesitate to reach out.

Now it’s your turn, tell us about yourself and apply today!