Supervisor – Customer Response Center

Supervisor – Customer Response Center

The Chubb Fire & Security Difference...

Service Excellence

Technology Leadership

Focus on Quality

National Coverage

Single Point of Contact

A Name You Can Trust

Chubb Fire & Security provides an unmatched portfolio of security and life protection solutions to Canadian institutions, businesses and homes. We provide advanced solutions to meet the most demanding security and protection needs across the country. We offer national coverage from coast to coast by our team of experts who share a common goal: service excellence. With our proven capabilities, everyone we serve has absolute peace of mind.

Role Summary:

Chubb is looking for an experienced Team Supervisor in our Customer Response Centre in Anjou.

Key Responsibilities:

• Directly supervising customer service representatives, dealer service representatives, and related shifts.
• They will ensure effective and efficient monitoring of voice and alarm signals in the company's prescribed expense and productivity mandates through support, training, coaching, motivational, and disciplinary procedures.
• In a leadership role, they directly assist distressed customer accounts and act as a customer relations interface with the company, dealers, customers, and authorities.
• Through effective coaching and leadership ensure that an elevated level of customer service is provided to all customers and that customer and station staff requests are met in a timely and efficient manner.
• Assists the Central Station Manager and management team in ensuring the shift is staffed and operates smoothly by immediately bringing any significant irregularities to management's attention.

Qualifications:

• University degree/college diploma/CEGEP certificate in technology, business administration or a related field will be valued
• 5 years of related experience in an emergency response center, service facility, or call center where at least 3 years of experience over 5 years includes direct supervision experience.
• Working knowledge of emergency alarm policies and procedures will be considered an asset
• In-depth knowledge of the alarm industry - terminology, techniques relating to system equipment, installations, troubleshooting, monitoring center operations will be considered an asset
• Working knowledge of computers, software applications, dispatch equipment, and telephone systems (i.e. MAS, Email, Windows, AVAYA, and related processes).
• Office 365 suite
• Mitel knowledge
• Variety of shifts in a 24/7/365 environment, including alternating weekends

More about the position:

• Effective communication, both written and verbal with exceptional people skills.
• Organized with the ability to multi-task in a fast-paced environment while working with minimal supervision and collaborating as a team.
• Strong interpersonal skills.

Our offers include

• Competitive compensation and group benefits
• RRSP MATCHING
• Employee discounts
• Learning and Development Opportunities
• Reward and Recognition Program
• A culture of performance and responsibility
• A positive and supportive team environment

Background check requirements:

As a condition of employment, this position may be subject to the successful completion of the following prerequisites of employment:

• Criminal background checks
• Reference checks

We thank all applicants for their interest; However, only candidates selected for an interview will be contacted. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please inform us of any accommodations required to ensure fair and equitable access throughout the recruitment and selection process.

Job Types: Full-time, Permanent

Benefits:

• Extended health care
• Paid time off
• RRSP match

Schedule:

• 12 hour shift
• Evening shift
• Night shift

Application question(s):

• Do you have at least 5 years of experience supervising staff in a call center?
• Are you bilingual, both spoken and written?
• Are you able to work the night shift, full-time 40 hours with rotating weekends?

Work Location: In person