Contact Centre Supervisor

Wyse Meter Solutions Inc. provides turnkey submetering and utility expense management services to property managers, building owners and developers across Canada. Wyse is unique in its ability to provide energy consumption transparency and accountability to its customers.

The Contact Centre Supervisor is responsible for the direct supervision, coaching and development of a team of Contact Centre Representatives to ensure the smooth operation of the Contact Centre.

Key Responsibilities

• Directly supervise a team of Contact Centre Representative, performance monitoring, and conducting regular one-one-one meetings.
• Provide structured performance feedback through side-by-side coaching, performance reviews and clear goal setting to promote personal and professional growth.
• Address human resource issues including attendance, interpersonal conflicts, and performance concerns promptly and effectively.
• Actively participate in the development and execution of the Quality Program. This includes monitoring and evaluating calls/emails/chats for adherence to quality standards, providing targeted coaching for service improvement and facilitating calibration sessions to ensure consistent quality evaluation.
• Monitor Contact Centre systems to identify volume surges. Adjust agent skills and allocations as necessary to ensure optimal response times. Participate in handling calls as needed to maintain service levels during peak times.
• Identify training needs and opportunities for team members. Play a key role in the onboarding and ongoing training of agents.
• Motivate agents to exceed expectations by providing positive, constructive feedback and reinforcing targets.
• Assist in the monitoring of Key Performance Indicators and service levels to ensure team’s performance aligns with organizational goals.
• Support the resolution of technical or system issues that impact Contact Centre operations, working with IT support teams as necessary.
• Regularly review call handling procedures and training material. Make recommendations for improvements to enhance overall efficiency and effectiveness.
• Serve as a point of escalation for customer issues that cannot be resolved at the initial point of contact.
• Other duties as assigned.

Required Education & Qualifications

• Minimum 2-5 years' experience in a Contact Centre environment.
• Strong understanding of Contact Centre operations and best practices.
• Excellent leadership and interpersonal skills to motivate and manage team members.
• Utilities or telecommunication industry experience an asset.
• Fast learner with the ability to take initiative.
• Proficiency in Contact Centre technology, software and Microsoft Office.

Benefits of Working at Wyse

• Be part of a company that is certified as a Great Place to Work 
• Give back to the community through our Wyse Helping Homes Program
• Open yourself to amazing opportunities for career and professional development
• Participate in our RRSP program 
• Enjoy our employee perks in retail, travel, restaurants and many more
• We offer an Employee Assistance Program 
• Join us in our quarterly employee social events
• Be part of a collaborative environment 
• Free parking
• TTC accessible

Our Values at Wyse

• We strive for quality and excellence in everything we do.
• We are proactive and understand our stakeholders' needs, providing innovative solutions to meet them.
• Our priority is ensuring a safe work environment, where the safety of our employees and stakeholders comes first.
• Our people are industry leaders, setting standards in the submetering and utility expense management sectors.
• We foster a positive team environment where we work as one toward common goals, continually encouraging career growth and development.
• We provide consistent, clear communication, ensuring transparency at every stage of the project.

Wyse welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

While we value diversity and welcome applications from qualified candidates, please understand that we cannot provide assistance with LMIA-related matters.