Job description Supervisor, Call Centre Agents in the Southern Region

Find out what work is like for a supervisor, call centre agents in Canada. This work description is applicable to all Customer and information services supervisors (NOC 62023).

Customer and information services supervisors

Description

Customer and information services supervisors supervise and coordinate the activities of workers in the following unit groups: Customer service representatives - financial institutions (64400) and Other customer and information services representatives (64409). They are employed by banks, trust companies, credit unions and similar financial institutions, retail establishments, contact centres, insurance, telephone and utility companies and other establishments throughout the private and public sectors.

Job duties

Here are some of the main activities and tasks that Customer and information services supervisors have to perform, and some of the physical demands they involve:

  • Customer service representatives supervisors - financial services
  • Supervise, coordinate, assign and review the work of clerks engaged in the following duties: providing information and customer service; and serving customers in banks, trust companies and other financial institutions
  • Examine and verify accuracy of work and authorize routine deposits and withdrawals
  • Establish work schedules and procedures
  • Coordinate activities with other work units or departments
  • Resolve work-related problems and prepare and submit progress and other reports
  • Identify training needs and train workers in job duties and company policies
  • Ensure smooth operation of computer systems and equipment and arrange for maintenance and repair work
  • May perform the same duties as workers supervised.
  • Customer service representatives supervisors (except financial services)
  • Supervise, coordinate, assign, and review the work of clerks and agents engaged in conducting surveys and interviews, collecting and compiling statistics, providing information and customer service, and writing correspondence including emails and preparing materials
  • Establish work schedules and procedures
  • Coordinate activities with other units and departments
  • Prepare and submit progress reports and other documentation
  • Identify training needs and train workers in job duties and company policies
  • Ensure the smooth operation of computer systems and equipment and arrange for maintenance and repair work
  • May perform the same duties as workers supervised.

Physical demands

Physical demands are the physical activities that the job requires the worker to do. Physical demands are selected according to the likeliness that workers will have to perform them for at least half of the time they spend at work.

Work environment

The work environment refers to the physical setting in which people work. The characteristics and conditions of the work environment are selected according to the likeliness that workers will be exposed to them at least once a week.

Physical proximity from others

Physical proximity from others refers to the physical distance between individuals in the workplace. The likeliness that the job requires to perform tasks while being physically close to other people is rated on a scale with 3 levels: "Somewhat close", "Close" and "Very close".

Related job titles

Here are some other related job titles that are found in the same occupational category (NOC 62023), and a list of similar occupations:

Similar occupations Help - Similar occupations

Similar occupations

This section lists other occupations that are part of the same broad occupational category as Customer and information services supervisors in the National Occupational Classification (NOC). These occupations involve similar core qualifications but involve different responsibilities. To see more similar occupations, use the Job Transition Tool.

Sources Occupational and Skills Information System & National Occupational Classification

Labour Market Information Survey
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