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Customer Service Team Lead

3 months ago

markham, Canada Robert Half Full time

As the Team Lead - Customer Care Operations, you will play a crucial role in ensuring the smooth and efficient functioning of our customer care call centre department. You will be responsible for overseeing a team of customer care representatives, ensuring their adherence to company policies and procedures, and maintaining high-quality customer service standards. Your expertise in customer care operations, strong leadership skills, and dedication to excellence will contribute to our continued success.

Accountabilities:

  • Supervise a team of customer care representatives, providing guidance, support, and performance feedback.
  • Develop and implement strategies to enhance customer satisfaction, improve operational efficiency, and achieve departmental goals.
  • Monitor and analyze customer care metrics, such as call volume, response time, and resolution rates, and take appropriate action to address any issues or areas for improvement.
  • Ensure compliance with company policies and procedures, as well as industry regulations, to maintain the highest standards of service and data security.
  • Conduct regular training sessions to equip team members with the necessary skills and knowledge to effectively handle customer inquiries and resolve issues.
  • Handle escalated customer concerns or complaints, providing timely and satisfactory resolutions to maintain customer loyalty.
  • Collaborate with cross-functional teams, including technical support, billing, and field operations, to facilitate smooth customer interactions and problem resolution.
  • Stay updated with industry trends and emerging technologies and propose innovative solutions to enhance customer care operations.
  • Prepare and present regular reports on customer care metrics, team performance, and customer feedback to senior management.

Qualifications:

  • Post-secondary education (University Degree, College Diploma or equivalent)
  • Proven experience in customer care call centre operations, strong consideration will be given to those who have a background working in the utilities industry.
  • 2+ years proven leadership experience with the ability to motivate and inspire a team.
  • Excellent communication and interpersonal skills to interact effectively with customers and team members.
  • Demonstrated problem-solving and decision-making abilities, with a focus on providing exceptional customer service.
  • Proficiency in using customer relationship management (CRM) software CCB/CCS CRM Oracle system, Genesys Cloud and Sharepoint is a definite asset and other relevant tools.
  • Ability to work in a fast-paced environment, multitask, and meet tight deadlines. Working knowledge of MS Office
  • Drives for results, develops, and manages staff, mentors’ staff, builds relationships, critical thinker.