Supervisor – Office of the President, Social Media

Cogeco Connexion

. Supervise, coach, guide, and develop a team of Office of the President and social media agents within the contact centre.

Posted 11/12/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and team management capabilities, with extensive experience in call centre operations, customer service, and performance management. Proficient in technical troubleshooting, process improvement, and effective communication to enhance team productivity and service quality.

Highest-signal resume keywords

Team LeadershipCall Centre OperationsPerformance ManagementCustomer Service SkillsTechnical Troubleshooting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Centre ExperiencePerformance Management ProcessesTechnical TroubleshootingTCP/IP Stack ConfigurationWindows Operating SystemsCustomer DatabasesCall Tracking ApplicationsIVR SystemsWorkforce Management ApplicationsHealth & Safety Compliance

Soft Skills

CoachingConflict ResolutionProblem SolvingEffective CommunicationMotivation

Tools & Technologies

MS Office ApplicationsGoogle SuitesMainframe Customer Billing ApplicationsBroadband Communication NetworksCATV Technologies

Industry Keywords

Customer ServiceContact CentreEmployee Incentive ProgramsService-Level StandardsChange Management

Tech Stack

Tools & technologies

TCP/IP

About the role

Key responsibilities & impact

Supervise, coach, guide, and develop a team of Office of the President and social media agents within the contact centre.
Motivate employees and set team objectives.
Reinforce product knowledge, telephone, retention, and customer deescalation skills.
Ensure understanding and adherence to policies, procedures, and departmental standards.
Manage team performance, deliverables, annual objectives, appraisals, and performance management processes.
Handle disciplinary situations and document relevant information.
Participate in developing and implementing new processes and procedures.
Develop, administer, and promote employee incentive programs and in-house promotions.
Monitor staff and department activity and ensure service-level standards are achieved.
Conduct internal audits to maximize service quality and agent productivity.
Generate agent performance and statistical reports and take appropriate recognition or performance-management actions.
Participate in departmental and corporate meetings and conduct regular team meetings.
Analyze and handle agent/customer escalations, identify trends, and recommend process improvements.
Review and approve external correspondence as required.
Handle customer, employee, and other escalated matters through collaboration and effective communication.
Provide leadership in change management.
Supervise contact-centre personnel during evenings, nights, and weekends as needed; cover for absent supervisors or managers.
Liaise with other departments and foster teamwork and positive communication.
Promote, support, and enforce Cogeco Health & Safety policies and procedures.
Ensure employees follow Health & Safety instructions, guidelines, policies, and procedures.
Respond to internal and external customer needs and assist with timely, professional issue resolution.
Perform other duties as required.

Requirements

What you’ll need

College Diploma or combination of equivalent education and experience required.
University degree preferred.
5 years call centre/customer service experience in a call centre environment with at least 2 years demonstrated experience at the supervisory level.
Demonstrated understanding of internet, computer systems, CATV technologies, customer databases, and products relevant to the business.
Extensive knowledge of TCP/IP stack configuration, Windows 95, 98, 2000, XP, Apple Mac, and Windows NT.
Extensive knowledge of browser and e-mail setting.
Developed troubleshooting, coaching, problem solving, facilitation, and conflict resolution skills.
Ability to effectively manage multiple conflicting priorities and a team of 18 or more representatives.
Demonstrated customer service skills and strong written and verbal communication skills.
Detail oriented with demonstrated technical troubleshooting skills and ability to assess impact of decisions.
Ability to establish good working relationships with others.
Self-motivated; takes initiative in identifying and resolving problems independently; monitors own work for quality.
Working knowledge of MSOffice applications (Word, Excel) and Google Suites.
Working knowledge of call centre operational procedures.
Technical understanding of telephone switch technology, mainframe customer billing applications/databases, workforce management applications, call tracking applications, IVR, information systems, and broadband communication networks is preferred.
Flexibility to work rotating shifts in a 24/7 environment, including days, evenings, weekends, and general holidays.

Benefits

Comp & perks

Competitive salary
Medical coverage (including prescription and vision plans)
Dental coverage
Life Insurance (1x salary at no cost to employee)
Long and short-term disability insurance (no cost to employee)
Voluntary employee, spousal, and child life insurance
Company recognized Holidays with additional Floating Holidays
Paid Time Off (PTO) programs
Comprehensive Flex Work Policy
401(k) plan eligibility (company match 50% up to 5% of eligible contributions)
Participation in the Employee Bonus Plan
Participation in the Cogeco Stock Purchase Plan
Complimentary and discounted broadband services (for those in our service area)
Tuition Reimbursement
Headspace Membership
Opportunities for LinkedIn Learning subscriptions for select colleagues