ARC'TERYX
Guest Services
GuestServicesSupervisor(Seasonal)
“Guest Services Supervisor (Seasonal) at ARC'TERYX. Skills: Team leadership, Guest services, Performance coaching. Lead team towards high performance. Connect with team members weekly”
What You'll Achieve.
Exceed guest needs; Pursue service objectives; Hit service level goals; Improve team performance; Improve service levels
Industry & Context.
Solution mindset; Troubleshooting; Root cause analysis; Problem-solver
Temporary assignment, Minimum three days a week training
What They're Looking For.
Must Have
2+ years experience leading team, 3+ years experience Contact Centre, Experience driving employee engagement, Fluent in French and English, Post-secondary education or experience
Nice to Have
Knowledge of Salesforce, Knowledge of Calabrio, Knowledge of similar systems, Knowledge of Arc'teryx products, Knowledge of outdoor products
What You'll Do.
Lead team towards high performance
Connect with team members weekly
Supervise day-to-day operations
Ensure team members hit goals
Collaborate with other supervisors
Assist with representative questions
Support resolution of escalated issues
Troubleshoot system errors
Cultivate high performance culture
Manage team performance metrics
Write performance appraisals
Participate in personnel actions
Collaborate with scheduling team
Build daily schedules
Coach team on guest interactions
Align with brand tone
Align with QA standards
Encourage comfort with processes
Guide team through improvements
Create French language resources
Take on additional tasks
Provide insights on projects
Participate in user acceptance testing
Participate in change management
Contribute to new measurements
Improve service levels
Document standard operating procedures
Interview new representatives
Hire new representatives
Onboard new representatives
Facilitate French language interviews
Assess candidate qualifications
Assess language proficiency
Plan employee engagement initiatives
Design employee engagement initiatives
Develop monthly incentives
Develop recognition programs
How You'll Work.
Team & Collaboration
Collaboration with supervisors; Collaboration with Managers; Collaboration with technology teams; Collaboration with cross functional partners
Communication Scope
Coaching conversations; Verbal communication; Written communication; Interpersonal communication
Applying for this Guest Services Supervisor (Seasonal) role?
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What do employees actually say about ARC'TERYX?
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