Supervisor Lost Pet

: IPG is on the cutting edge of the expanding the pet industry with lots of career opportunities and room for growth. We love pets and they are a huge part of our culture - from yappy hours to offering pet insurance through our benefits and more.

• Position Summary: The Supervisor, Recovery & Service supports the 24-7-365 frontline Lost Pet Recovery & Service team to provide exceptional customer service and reunite pets while improving business unit efficiency and efficacy. The Supervisor, Recovery & Service leads with empathy while driving a culture of high performance, first call resolution, cross-education, accountability, and engagement. They ensure Recovery & Service Representatives adheres to company policies and procedures, achieving corporate objectives and department key performance indicators. The Supervisor, Recovery & Service will report performance, customer, and team trends up to the Manager, Customer Success - Lost Pet, and make recommendations to improve performance, process, customer, and team experience. The Supervisor, Recovery & Service embodies the IPG and Pethealth core culture values of Empathy, Belonging, Collaboration, Independence, Growth, Simplicity, and Adventure - to achieve our mission to strengthen the unique bond between pets and their people through our family of innovative products and services. Job Duties/Responsibilities:
• Lead with Empathy, build relationships with the Lost Pet team to help them meet role expectations while achieving professional and personal goals.
• Foster and maintain a customer-first culture of high performance and team engagement.
• Align and collaborate with co-Supervisor to Manage business unit KPIs and team engagement.
• Manage performance track and skill development of direct reports including all performance documentation. Partner with Manager on corrective action steps, and progressive discipline.
• Daily call observations and coaching on KPIs, and customer experience.
• Deliver a minimum of two touch points monthly to direct reports including at least 1 coaching session and 1 one-on-one.
• Handle, resolve and track customer escalations. Report escalation trends to Manager and work to close team skill gaps.
• Conduct regular team huddles with co-Supervisor to align communication, provide the Team a platform to give feedback, and respond to Team feedback with meaningful action.
• Manage department incentive plan to achieve business unit objectives, and within monthly, and quarterly incentive budgets in partnership with co-Supervisor.
• Partner with Workforce Management on Real-time Adherence, and staffing levels to achieve department service level objectives.
• Partner with Training & Development on new hire training plans, skills development, and retraining of underperformers.
• Partner with Analytic team to report on, understand, and action business drivers.
• Partner with co-Supervisor to cover team support needs during Operating hours.
• Continuously improve processes, contact centre efficiency and efficacy.
• Project work / additional tasks as assigned by Manager, or Director.
• Work collaboratively with other departments and business leaders to execute on all directives that support the over success of Pethealth Inc.
• Ongoing Leadership Competencies To Include:
• Lead through Empathy and relationship building across the team and organization.
• Collaborate with team, peers, and leaders to achieve collective team success.
• Demonstrate Independence by having a positive impact on business unit efficiency, efficacy, and performance. Maintain curiosity about results, processes, and performance and bring opportunities to grow to the Team and Leadership.
• Achieve monthly, quarterly, and yearly Growth by developing people and improving operations.
• Embody Simplicity by heling the team achieve low effort solutions to problems and customer experience objectives.
• Embrace Adventure by being highly adaptable to change, and show competence in the face of ambiguity. Our goal is SUPER GROWTH - build with us, grow with us, WIN with us!
• Education/Experience:
• Experience: 6 years' relevant work experience
• Education: Associate's Degree or equivalent work experience (One-year relevant experience is equivalent to one-year college)
• Contact Call Centre Leadership experience 4+ years.
• Strong coaching and performance management experience 4+ years.
• Strong communication, interpersonal and relationship building skills.
• Experience driving results in collaborative environments.
• Experience with Contact Centre operation tools (WFO, CRM, Customer Management, QM, c-Sat/NPS, Reporting/Analytics).
• Post Secondary Education and/or Training in Leadership is an asset.
• Additional Qualifications:
• Available to work shifts within all call centre hours of operation.
• Hours of operation 24-7-365 including evenings, weekends, and Statutory Holidays.
• Work Requirements:
• Frequent communications, verbal and written.
• Ability to multi-task between priorities, tasks, and applications used to do business.
• Must be able to remain in a stationary position for 90% of working day.
• Must be able to read, count and do simple mathematics.
• Must be able to operate a computer, and other applications to work independently in a remote contact centre environment.

#LI-PT1 #LI-Remote