The Alcohol and Gaming Commission of Ontario Looking for Team Supervisor, Contact Centre at North York, Ontario, Canada Full Time

Term: 2 Permanent, Full-Time

Division/Branch: Communications and Service Experience Division / Service Strategy and Experience Branch

Application Deadline: November 23 , 2023

Level: Level 9

Salary Range: Min: $71,499 to Max: $89,375

Work Location: Head Office, Toronto, ON; Hybrid (a minimum of 3 days on-site/week)

The Alcohol and Gaming Commission of Ontario (AGCO) is a regulatory agency that reports to the Ministry of the Attorney General. The AGCO is responsible for regulating the alcohol, gaming, horseracing, and private cannabis retail sectors in Ontario, in accordance with the principles of honesty and integrity, and in the public interest.

The AGCO’s Contact Centre is a fast paced, omni-channel, high profile organization that is committed to service excellence. The Contact Centre requires an experienced high performing, efficient and attentive customer centric people leader to fill the role of Team Supervisor, Contact Centre. Working within a demanding work environment, you possess superior customer service delivery focus, strong work ethic., teambuilding philosophy, agility, and play a pivotal role with motivating positive employee engagement. Reporting to the Contact Centre Manager, the Team Supervisor will directly empower AGCO Contact Centre high performance and service delivery standards (KPI’s) and also foster a strong culture of exceptional service delivery and continuous improvement focus through enabling performance coaching, succession planning, and consistently striving to influence best in class customer satisfaction and first call resolution.

In This Role, The Successful Candidate Will

• Supervise day-to-day operations of the Contact Centre Front and/or Back-Office working groups to ensure optimum customer service delivery by providing engaging leadership, inspired coaching, practical training, and enablement to frontline Customer Service Representatives (CSR’s).
• Ensure adherence to all Contact Centre performance standards (KPI’s) metrics and organizational core competencies; service levels, efficiencies, quality assurance, issue resolution and customer satisfaction with a focus on phone, web chat and email queues to maximize coverage capacity and manage CSR productivity.
• Responsible for supporting the Contact Centre’s quality assurance program with completing evaluations and providing direct and specific feedback to CSRs on customer contact handling performance within defined service delivery criteria. Identify trends/patterns as it relates to the nature of the contacts to ensure that CSRs are well equipped to address stakeholder inquiries and customer issues or complaints.
• Conduct 3-5 quality evaluations per month per CSR and deliver the feedback to promote sustainable improvements and highlight success, through areas of behaviour modification and replication. Change what is not working and keep doing what is working.
• Monitor the inquiry/service request volumes and performance on all service channels and schedules staff accordingly for optimum support.
• Ensure compliance to Contact Centre performance objectives related to all KPI’s and real-time schedule adherence, through real-time queue monitoring.
• Act as point of contact for CSRs escalated, non-routine, complex and contentious customer issues across all lines of business which are often extremely sensitive and politically charged; Provide CSR’s feedback on all escalations with an intent to coach and help build future skills to ensure a consistent first contact resolution approach.
• Maintain, draft, modify, and update resource materials, policies and procedures, and tips sheets, ensuring information is kept current and easily accessible, with the departmental goal of our front-line staff achieving first point of contact resolution along with consistency in corporate communication/messaging.
• Support the department by participating in corporate, divisional and/or branch initiatives and projects as required, as well as on-site divisional and branch meetings. Advocate on behalf of Contact Centre operations as a SME.
• Responsible for the preparation of reports, triggering the business continuity plan (BCP) and ad hoc admin tasks as required.
• Enable and train staff in all processes, providing the necessary instruction/guidance, while identifying and coordinating ongoing learning for the CSR’s, maximizing their learning potential and knowledge base.
• Ensure the department’s training manuals are kept current and is used for the onboarding and orientation for all new hires and continuous learning. Significant changes must be approved by the Contact Center Manager or Senior Manager.
• Ongoing maintenance of policy and procedures, along with training of staff, to ensure consistency in the processing of these other business functions and adherence to all standards.
• Assist in maximizing the effectiveness and efficiency of the Contact Centre, with a special focus on leveraging technology.

The Ideal Candidate Will Have

• Post-secondary education or an equivalent relevant work experience.
• A minimum of 3-5 years call center experience in a previous supervisor and/or team leadership capacity – background in performance coaching methodologies that support a continued employee growth and development culture.
• Strong demonstrated experience successfully managing all contact center performance metrics.
• Experience with learning and developing within a large, dynamic team of Customer Service professionals, along with the ability to develop, update, maintain departmental training, and resource manuals.
• Proven coaching experience with emphasis on individual accountability over demonstrated behaviors and influencing high potential performance results. Leadership in a previously unionized contact center would be an asset.
• Superior communication skills, both oral and written English, and excellent listening and empathy skills to effectively evaluate situations, using tact and diplomacy to understand and assess a client’s situation, explaining options available to them to resolve issues/concerns.
• Previous experience using Salesforce, Amazon Web Services, MS Visio, and any other related contact center software would be a definite asset.
• Knowledge of Microsoft Office Suite, Salesforce, Amazon Connect and call center technology.
• Bilingual French language skills, both written and verbal would be an asset.
• The successful candidate must be eligible to work in Canada and will be subject to a criminal background check.

The AGCO is an inclusive and equal opportunity employer.

The AGCO has the responsibility to lead by example in advancing racial equity and to build a diverse, inclusive, accessible and respectful workplace where every employee has a voice and the opportunity to fully contribute. To this effect, you are encouraged to reflect upon the diversity you would bring to the role within your application including, but not limited to, individuals identifying with one or more of the under-represented groups identified within Ontario’s Human Rights Code.

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