Customer Service Supervisor Job Edmonton area,Alberta Canada,Management

Key Accountability/Responsibilities:
What specifically is this job expected to accomplish?

Lead and manage the systemic effectiveness of the CS team

Develop and monitor Key Performance Indicators (KPI’s) to measure individual and team effectiveness

Monitor and evaluate functional performance of the team, conduct regular coaching sessions, identify opportunities for improvement and develop action plans to ensure continuous growth and effectiveness of service skills and technical expertise

Provide clear direction, coaching and support to the team to ensure efficient, effective and professional client interactions with internal/external customers

Provide support and guidance to the team to ensure successful implementation of service to Bureau Veritas’ clients

Complete daily check-in with each team member

Provide support as point of escalation for stalled situational issues and/or issues beyond employees control or authority

Review, streamline and develop/update departmental processes and work instructions to ensure a high-level “customer experience”, consistency and maximize team efficiencies, while maintaining a focus on quality, innovation and continuous improvement

Participate in cross-functional meetings, as required, to help ensure customer expectations are met and/or concerns are resolved in a timely manner

Facilitate dialogue with other departments, Scientific Specialists, and the Leadership Team to monitor client experience feedback, discuss sector/client specific strategies, potential client on-boarding, systemic client concerns and targeted priorities

Coordinate and facilitate weekly team meetings

Consult with team to assess proper coverage and opportunities for competency development and cross training

Monitor staffing needs, initiate hiring requests (as required), participate in interviewing process and provide hiring recommendations

Develop and implement training programs to support competency development, team bench strength and succession planning

Approve timesheets and coordinate/approve team vacation requests

Complete formal performance reviews: biannually and annually

Monitor, manage and report out on monthly performance to P&L budgetary targets and deviations

Prepare weekly and monthly reports to Manager, as required

Participate in annual departmental budgeting process and provide recommendations

Work with accounting and invoicing staff to facilitate discussions on client accounts receivable concerns and assist with collection of monies owed

Remains current on the interpretation and application of environmental regulations

Support and comply with all Bureau Veritas policies, Quality System and Health & Safety program

Participate, when requested in department and health and safety meetings

Maintain training records and relevant qualifications

Adhere to Bureau Veritas Code of Ethics Policy

Ensure that all proprietary software applications that facilitate productivity (LIMS, CRM, Freshdesk) are effectively and proficiently utilized

Ensure adherence to Bureau Veritas’ quality systems QA/QC, SOP's and external accreditation requirements

Ensure Bureau Veritas’ safety policies are communicated and adhered to by all staff

Responsible for ensuring "Good Housekeeping" standards are met or exceeded

Provide information, instructions, and assistance to all employees in order to protect the health and safety of our employees

Understand and enforce HSE Policy as well as the applicable Occupational Health and Safety legislation

Ensure hazard assessments and critical task analysis are done within their areas of responsibilities

Provide resources to ensure employees have proper, well-maintained equipment, plus any other special personal protective devices which may be required

Conduct safety walks of their departments or facilities on monthly basis

Conduct regular safety meetings with their department employees

Monitor employees and hold them accountable for their individual safety performance

Lead by example

All other responsibilities as assigned

Skills and Knowledge:
What skills and knowledge are used to carry out job responsibilities and solve problems?

University degree or college diploma in Sciences, preferably chemistry…


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