Company Description

Porter Airlines has revolutionized short-haul flying with a warm and effortless approach to hospitality, restoring glamour and refinement to air travel. Porter is an Official 4 Star Airline® in the World Airline Star Rating®.

The airline currently offers flights to Toronto, Ottawa, Montreal, Quebec City, Fredericton, Saint John, Moncton, Halifax, St. John’s, Stephenville, N.L,  Thunder Bay, Sault Ste. Marie, Sudbury, Timmins, Windsor, New York (Newark), Chicago (Midway), Boston and Washington (Dulles), and has seasonal flights to Mt. Tremblant, Que., Muskoka, Ont., and Myrtle Beach, S.C.

Job Description

TEAM : Call Centre

POSITION : Supervisor, Call Centre Agents (remote)

REPORTS TO : Manager, Call Centre

FUNCTION: 

Reporting to the Manager, Call Centre, the Supervisor, Call Centre is responsible for agent floor management remotely; and in conjunction with other departmental coordinators, for overseeing effective workflow distribution, agent responsiveness and quality assurance to deliver refined customer service.  This is a hands-on role that requires exceptional interpersonal skills with the ability to lead by example and motivate fellow team members.

TASKS & TARGETS:

• The Supervisor will conduct a minimum of 1 direct one-on-one conversation with each member of their team per month
• The Supervisor of the Agents will take a minimum of 6-10 live front line calls per month and will also coordinate to ensure that each Lead will also take 6-10 live front line calls per shift
• The Supervisor will listen and provide feedback to both a live and recorded call of a different Agent and/or Lead per shift
• The Supervisor will directly handle level 2 customer escalations whenever support is requested by a Lead

DUTIES AND RESPONSIBILITIES:

• Demonstrate influential people-oriented leadership and support
• Drive positive agent engagement in a remote virtual work environment
• Directly supervise a team of remote Call Centre agents, ensuring availability compliance to service level expectations, productivity and customer service and quality requirements (KPI’s)
• Empower agents to deliver a first call resolution priority objective
• Provide and document performance feedback through regular one-on-one discussions, coaching sessions, performance reviews, goal setting and deficiency management
• Prepare and deliver monthly performance scorecards to agents
• Recognize and reward distinguished agent performance contributions
• Conduct agent call handling quality checks, routine monitoring and deliver feedback to drive customer satisfaction (CSAT) improvement
• Review call centre performance statistics throughout the day and, as needed, make tactical decisions to affect immediate changes based on dynamically changing operating environments
• Support call queues when necessary and direct Call Centre Leads to take calls as dictated by performance statistics throughout the day
• Handle escalated customer issues as needed
• Remain fully current on all operational process and procedures including policy and tariff regulations
• Act as a key contact in deployment of emergency response
• According to a set plan, regularly measure each agent’s compliance to Porter’s standard call centre operating procedures
• Monitor agent telephony and adherence to call standards and generate telephony reports as required
• Optimize the use of available technologies and workforce management techniques to improve call handling efficiency and effectiveness
• Ensure all telephony and computer equipment is maintained and accounted for
• Support Call Centre scheduling by reinforcing expectations surrounding agent shift bids, drops, trades, time-off and payroll updates
• Assist with the recruitment of new staff that may include but not limited to reviewing resumes, conducting phone screens, scheduling and conducting interviews
• Collaborate with the Training Specialist and participate if required, in agent training delivery
• Determine procedural needs and make recommendations to improve efficiencies and streamline workflow
• In collaboration with the Manager, Call Centre, identify and resolve people management issues as they arise
• Problem solve effectively utilizing a solutions oriented can-do approach
• Champion change management
• Maintain strict adherence to Porter’s Code of Business Conduct
• Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
• Any other duties as required by the Manager, Call Centre
  
  

BEHAVIOURAL COMPETENCIES:

• Professionalism:  Dealing with high touch executive inquiries and escalations
• Maintain confidentiality at all times: In this role you will have access to sensitive information
• Excel and PPT: Spreadsheets and Presentations are part of the role. You will need to be very proficient in both.
• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

TRAINING:  

• Successful candidates will be enrolled in a virtual training program during their onboard period into the role, with all required computer equipment provided in advance of the effective start date.

QUALIFICATIONS: 

• Proficient in all Google Office products including GMail 
• Proficient in Excel and other MS products
• Positive customer-focused attitude, excellent organizational skills and attention to detail
• Strong written and verbal communication skills and grammatical accuracy is a must
• Ability to maintain concentration and work effectively within a fast-paced, open-concept environment
• Superior relationship management practices with internal and external customers

WORKPLACE REQUIREMENTS: 

• Must have a work area designated at your residence that is in a private and quiet area away from others in your residence and without noise and visible distractions including desk, chair and appropriate hard wired high speed internet connection