The Supervisor, Customer Service Analysis’ overall objective is to positively influence our customers experience when choosing and taking a trip with BC Transit. The Supervisor, Customer Service Analysis will gather, interpret, and use data to develop actionable steps that will improve Customer Service processes and optimize results. Day-to-day, they assess Customer needs, make observations, utilize Customer Service data and analyze it; looking for tell tale trends to influence what and how information is on the website, at bus stops, and on the bus. Ultimately, the Supervisor, Customer Service Analysis will understand the Customer’s journey from all touch points and communications and act as the voice of the customer.
ACCOUNTABILITIES
Develops and executes initiatives to improve customer service policies, procedures, standards and strategies
Prepares a variety of reports, journey maps, and statistics related to the customer service experience
Analyzes and summarizes Customer concerns so as to develop initiatives and other solutions to enhance Customer satisfaction
Takes ownership of Customer issues in order to follow-up on outstanding requests and respond to escalated Customer questions regarding organizational policies and procedural issues when necessary
Liaison with other departments to collaboratively improve the customer experience in regards to signage, bus stops, communications and information delivered to customers
Maintains broad knowledge about BC Transit’s policies, products and services and plays a key role in influencing those impacting the customer experience
Develops and maintains constructive and cooperative working relationships with all applicable stakeholders to improve business performance and customer experience
Supports the Customer Service Supervisor by ensuring the Customer Service Call Centre is staffed adequately at the appropriate times throughout the service day through scheduling efforts as required.
Frequently rides the system to engage with customers and learn about their experience
Supervises the Customer Service Ambassadors providing on road customer service
Responsible for direct report annual performance goals and reviews
Participates in the selection, training, coaching and performance management of all employees under direct supervision
Responsible for staff scheduling with regards annual vacation, reduced work-week leave days, projects and ensures appropriate coverage for each area within the department
Duties may be required outside of traditional working hours, flexibility required
And other duties as required.
Job Requirements:
EDUCATION
Post Secondary Education including course in analytics or data analysis
EXPERIENCE
A minimum of five (5) years working in a customer service, customer centered environment
Including a minimum of three (3) years working in an analytical environment
Supervisory experience preferred
Highly proficient in reporting, data analytics, and or wayfinding
An equivalent combination of education, training and experience may be considered.
ADDITIONAL INFORMATION
This position requires the completion of a Criminal Record Check and/or Vulnerable Sector Search
An eligibility list may be established for future vacancies
Testing and assessments may be included as part of the recruitment process
If you have a disability which requires accommodation during any stage of our recruitment process, please let us know how we can assist you
A Post Offer Employment Test (POET) may be required
BC Transit is committed to the principles of employment equity
Candidates must be legally eligible to work in Canada
BC TRANSIT OFFERS
Extended health and dental coverage
Life insurance
Employee and Family Assistance Program (EFAP)
Vacation (based on the terms outlined in the appropriate collective agreement or exempt policy handbook)
Pension Plan
Employee fitness centre, at both the Victoria and Langford depots
A complimentary BC Transit bus pass, plus taxable dependent passes
Career development and advancement opportunities
Social Club
Employee Recognition Program – Recognizing Excellence and Values (REV)
We believe that diversity of thought and experience fuels innovation. In keeping with this belief, we do not discriminate on any basis. We encourage all qualified candidates to apply. Should you require any accommodation or have questions, please let us know.
While we welcome all applications, we will only respond directly to those who are short-listed for a role. Thanks in advance for your understanding and wishing you all the best in your career journey.
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