Customer Experience Supervisor

Role Overview

The Customer Experience Supervisor plays a critical role in ensuring our team delivers exceptional service while fostering a supportive, high-performance environment. As a leader in our customer service operations, you will oversee queue management, scheduling, and performance reporting to ensure optimal customer experience at all times.

What You Will Do

You will be responsible for overseeing the end-of-day queue process, managing employee performance through regular feedback and development, and ensuring clear communication across the team. You’ll also work closely with the Customer Experience Manager, providing weekly performance reports and identifying areas for improvement.

Why It Might Be a Fit

This is more than a supervisory position—it’s an opportunity to be part of a dynamic team within a rapidly growing company. You’ll have the chance to develop your leadership skills, drive team performance, and contribute to Avenir’s ongoing success.

Requirements

• Excellent interpersonal skills with a strong focus on delivering an exceptional customer experience.
• Strong communication and listening abilities to effectively manage customer interactions.
• Knowledge of customer service principles, practices, and relevant computer applications (Office 365, ERP, CRM).
• Solid data entry and administrative skills with attention to detail and accuracy.
• Proven ability to multi-task, prioritize, and handle stress in a fast-paced environment.
• Flexibility to adapt to changing priorities and customer needs.
• 3+ years of experience in a call center environment, with at least 1 year in a leadership role.
• Ability to manage and motivate a team, even under stressful conditions.
• Excellent interpersonal and communication skills.
• Strong problem-solving abilities and a proactive approach to customer service.
• Demonstrated ability to maintain calm under pressure.

Benefits

• Comprehensive Benefits: Full coverage for health, dental, paramedical, and life insurance.
• Retirement Planning: RRSP and TFSA options with employer-matching contributions to help you plan for your financial future.
• Work-Life Balance: vacation, floater days, and flexible time-off programs to ensure you have time to recharge.
• Incentive Programs: Quarterly performance-based rewards for both individual and company achievements.