Quality Call Monitoring Jobs in Ontario (NOW HIRING)

The Customer Relations Supervisor provides leadership, training, and guidance to a team of Customer Relations Coordinators. This position will be primarily focused on our Tier-2 call center operations, with a supporting role for Tier-1 call center and vendor management. The Supervisor is responsible for driving consistencies and efficiencies, while improving service level standards through continuous training, coaching, process improvement, streamlined communications, staff oversight, and accountability. The Supervisor will monitor SLA's and queue volumes, as well as quality assurance and escalations. 

Leadership & Team Management

• Provide leadership, direction, and daily oversight for Tier2 Contact Centre operations.
• Foster an engaged, positive team environment by celebrating wins, encouraging collaboration, and keeping the team focused on shared goals.
• Oversee Tier1 operations and provide support as needed.
• Serve as a Tier2 Subject Matter Expert (SME), guiding the team through complex inquiries and procedures.
• Manage team scheduling, coverage, adherence to breaks/lunches, and daily task/ticket prioritization.
• Ensure department SLA targets are consistently prioritized and met.

Customer Experience & Escalations

• Manage escalated customer complaints and partner with team members to ensure timely and satisfactory resolution.
• Coordinate with crossfunctional departments to investigate and resolve issues affecting Contact Centre operations.
• Monitor all inbound communication channels daily, including phone, email, and social media.
• Lead structured escalation processes by identifying root causes, coordinating crossfunctional responses, and ensuring timely resolution of complex or systemic issues.

Coaching, Quality & Performance

• Conduct monthly QA monitoring, call spotchecks, and coaching sessions.
• Support Tier2 agents in achieving S.M.A.R.T. goals set by Senior Leadership.
• Lead the quarterly and annual performance review process.
• Oversee the development and delivery of training programs and curriculum.
• Onboard new Contact Centre staff and ensure they receive comprehensive training.

Operations, Analytics & Continuous Improvement

• Track KPIs and team performance, identifying trends and opportunities for improvement.
• Analyze ticket drivers and collaborate with senior leadership to reduce top recurring issues.
• Assist in implementing new customer experience systems and platforms.
• Act as the department SME for CONNEX.
• Lead and support continuous process improvement initiatives by assessing workflows, identifying efficiency gaps, and collaborating with crossfunctional partners.
• Participate in departmental and enterprise projects, ensuring timely execution, clear documentation, and alignment with Customer Relations objectives.
• Stay up to date on new products, services, and technology changes.

Digital & Social Channel Oversight

• Oversee digital customer care channels including Social Media, BBB, FRP, PPP, and Chatbot, ensuring timely responses and effective resolution.
• Monitor online reputation platforms and coordinate escalations for highrisk or sensitive cases.

Vendor Relationship Management

• Manage the daytoday relationship with the vendor, monitoring performance against KPIs and service standards.
• Address vendorrelated operational issues, guide escalated cases, and ensure alignment with Hyundai's expectations.

Case Management

• Oversee case assignment workflows to ensure balanced distribution, timely handling, and adherence to established processes.

Advanced Reporting & Analytics

• Develop and maintain custom reporting dashboards (e.g., Tableau) to track productivity, operational trends, and team performance.
• Conduct data analysis to identify insights, patterns, and recommendations for senior leadership.

• Completion of an undergraduate degree or an equivalent combination of experience and education.
• 5-7 years of relevant experience in same or similar function
• Bilingual proficiency in English and French would be considered a valuable asset.
• Excellent oral and written communication skills in both English and French.
• Good MS Office skills.
• Excellent supervisory/coaching skills.
• Good conflict resolution skills.
• Outstanding interpersonal, critical thinking, problem-solving, and conflict resolution skills.
• Outstanding attention to detail and quality.
• Analytical, and decision-making skills.
• Proven track record of driving positive KPI and SLA metrics in a customer support capacity.
• May require on-site visits to T1 vendor (currently in Winnipeg)