Cara Operations

  • Call Centre Supervisor/Trainer (12 Month Contract)

    RECIPE Unlimited Corporation (formerly Cara Operations Limited) is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, Montana’s, Kelsey’s, Milestones, Pubs, Bier Markt, East Side Mario’s, Landing Group, New York Fries, St-Hubert, State and Main, Elephant and Castle and Original Joe’s. With this diverse portfolio of restaurants our Home Office Associates have the opportunity to work on a wide variety of some of the most popular, well-loved brands in Canada. Variety isn’t the only thing we offer – along with competitive compensation, we operate in a fast paced and energetic environment where effective team work and self-motivation to work independently are harmonious traits.   As a Supervisor/Trainer of our Customer Service Department, you will lead our Guest Experience Consultants to ensure our customers consistently receive the “Perfect Guest Experience” when contacting Swiss Chalet Order Taking and Customer Service via the phone and email.  You will be responsible for leading the Associates Training Programs.   You will be play an active role in the  day-to-day operations of our Call Centre to ensure our associates are providing the perfect guest experience to our guests, franchisee and corporate restaurants and delivery associates. This includes monitoring queues to ensure adherence to our Key Performance Indicators (KPIs).   Our Customer Service Department is operational 18 hours a day, 7 days a week and 364 days a year.    What will you do in this role?: - Participate in the training and development of both new and existing Associates. - Provide direction, support and constructive feedback. - Uses appropriate interpersonal styles to establish effective relationship with employees; interacts with others in a way that promotes openness and trust and gives them confidence in their intentions. - Plans and supports the development guidance to help others excel in their current or future job responsibilities; plans and supports the development of individual skills and abilities. - Engage and motivate associates to consistently meet or exceed our customers’ expectations and our KPIs. - Ensure the execution of the principle of associate empowerment to promote first call resolution, wherever possible. - Conduct yearly performance reviews and evaluations for associates. - Communicate and ensure adherence to policies and guidelines. - Working closely with our QA Department to improve the level of guest experience. - Develop training materials including Customer facing guides, presentations and recordings. - Develop and maintain positive and effective communications with Guests and Brand Personnel. - Demonstrates a positive attitude in the face of difficult or challenging situations. - Other duties as assigned by Manager.   What are we looking for from you?: - Previous experience in a leadership role, including leading teams. - Customer Service Skills. - Strong communication skills required. - Ability to create professional training documents and training videos. - Familiarity with technology (ie.Computers, Office Programs) required - Ability to work in a fast paced environment. - Presentation skills for online, one-on-one or group training. - Excellent customer service and conflict resolution skills - Ability to learn and master new skills and to effectively transfer this knowledge to others - Commitment to developing others and self - Ability to think strategically - Ability to manage multiple tasks concurrently Successful candidates will demonstrate behaviours that support Recipe culture statement. At Recipe, we make everyone feel special!   Interested candidates are to forward their resume and cover letter to:   Attn:   Rhonda Myslik, Cara Call Centre Email:  cchr@cara.com   What we offer you: - A welcoming, fun and safe work environment - A workplace founded on respect - Opportunities to be a valuable member of a close-knit team - A strong and effective training program - A supporting and encouraging Leadership team - Potential for personal development - Career opportunities within a leading Canadian Company Recipe/Cara offers a great open office work environment, with a competitive salary, group benefits, subsidized bistro, on site gym facilities and a 20% discount to most of our restaurants.   As part of our accessibility commitment, We are committed to providing an accessible environment for all of our customers, employees, and job applicants, and will make available to any selected applicants accommodations and/or accessible formats should he/she require.   We thank all candidates for their interest in opportunities with us however, only the candidates selected for an interview will be contacted.    
    Brand
    Home Office
    Job ID
    2018-5969
    Primary Location
    CA-ON-Scarborough
    Job Type
    Contract
    Career Level
    Entry Level, Experienced
    Years of Experience
    2
    Posted Date
    12/14/2018
    Job Industry
    Hospitality, Restaurant and Food Services, Retail Head Office and Warehouse
  • Overview

    RECIPE Unlimited Corporation (formerly Cara Operations Limited) is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, Montana’s, Kelsey’s, Milestones, Pubs, Bier Markt, East Side Mario’s, Landing Group, New York Fries, St-Hubert, State and Main, Elephant and Castle and Original Joe’s. With this diverse portfolio of restaurants our Home Office Associates have the opportunity to work on a wide variety of some of the most popular, well-loved brands in Canada. Variety isn’t the only thing we offer – along with competitive compensation, we operate in a fast paced and energetic environment where effective team work and self-motivation to work independently are harmonious traits.

     

    As a Supervisor/Trainer of our Customer Service Department, you will lead our Guest Experience Consultants to ensure our customers consistently receive the “Perfect Guest Experience” when contacting Swiss Chalet Order Taking and Customer Service via the phone and email.  You will be responsible for leading the Associates Training Programs.

     

    You will be play an active role in the  day-to-day operations of our Call Centre to ensure our associates are providing the perfect guest experience to our guests, franchisee and corporate restaurants and delivery associates. This includes monitoring queues to ensure adherence to our Key Performance Indicators (KPIs).

     

    Our Customer Service Department is operational 18 hours a day, 7 days a week and 364 days a year. 

     

    What will you do in this role?:

    • Participate in the training and development of both new and existing Associates.
    • Provide direction, support and constructive feedback.
    • Uses appropriate interpersonal styles to establish effective relationship with employees; interacts with others in a way that promotes openness and trust and gives them confidence in their intentions.
    • Plans and supports the development guidance to help others excel in their current or future job responsibilities; plans and supports the development of individual skills and abilities.
    • Engage and motivate associates to consistently meet or exceed our customers’ expectations and our KPIs.
    • Ensure the execution of the principle of associate empowerment to promote first call resolution, wherever possible.
    • Conduct yearly performance reviews and evaluations for associates.
    • Communicate and ensure adherence to policies and guidelines.
    • Working closely with our QA Department to improve the level of guest experience.
    • Develop training materials including Customer facing guides, presentations and recordings.
    • Develop and maintain positive and effective communications with Guests and Brand Personnel.
    • Demonstrates a positive attitude in the face of difficult or challenging situations.
    • Other duties as assigned by Manager.

     

    What are we looking for from you?:

    • Previous experience in a leadership role, including leading teams.
    • Customer Service Skills.
    • Strong communication skills required.
    • Ability to create professional training documents and training videos.
    • Familiarity with technology (ie.Computers, Office Programs) required
    • Ability to work in a fast paced environment.
    • Presentation skills for online, one-on-one or group training.
    • Excellent customer service and conflict resolution skills
    • Ability to learn and master new skills and to effectively transfer this knowledge to others
    • Commitment to developing others and self
    • Ability to think strategically
    • Ability to manage multiple tasks concurrently

    Successful candidates will demonstrate behaviours that support Recipe culture statement. At Recipe, we make everyone feel special!

     

    Interested candidates are to forward their resume and cover letter to:

     

    Attn:    Rhonda Myslik, Cara Call Centre

    Email:  cchr@cara.com

     

    What we offer you:

    • A welcoming, fun and safe work environment
    • A workplace founded on respect
    • Opportunities to be a valuable member of a close-knit team
    • A strong and effective training program
    • A supporting and encouraging Leadership team
    • Potential for personal development
    • Career opportunities within a leading Canadian Company

    Recipe/Cara offers a great open office work environment, with a competitive salary, group benefits, subsidized bistro, on site gym facilities and a 20% discount to most of our restaurants.

     

    As part of our accessibility commitment, We are committed to providing an accessible environment for all of our customers, employees, and job applicants, and will make available to any selected applicants accommodations and/or accessible formats should he/she require.

     

    We thank all candidates for their interest in opportunities with us however, only the candidates selected for an interview will be contacted.

     

     

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed