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Contact Center Team Lead

3 months ago

Winnipeg MB, Canada Cabela's Full time

Location: Onsite at the corporate office - 25 De Baets St., Winnipeg

Summary:

Reporting to the Call Centre Supervisor, the Call Centre Lead is responsible for assisting in the day-to-day operations of the inbound Call Centre. This position is responsible for providing exceptional customer service to external and internal customers and providing coaching and development of team members for maximum performance and customer satisfaction.

The inbound call centre operates 7 days a week and requires candidates who have flexible availability to cover a variety of shifts including evenings and weekends.

Responsibilities

  • Provide coaching, mentoring, and performance feedback to team members as opportunities arise to improve the handling of customer calls, escalations, or other situations as they develop
  • Answer internal customer inquiries and resolve complex internal and external customer conflicts regarding account status, order entry, back-orders, return procedures, billing, purchase orders, and other areas in accordance with company and departmental procedures
  • Investigate and process incomplete orders
  • Consistently demonstrate enthusiasm, patience, and understanding
  • Maintain accurate records to help with planning, reviews, or other areas of Cabela’s as required
  • Assist with other departmental-level responsibilities as assigned

Qualifications

  • Ability to speak French is an asset
  • Strong customer focus
  • Strong interpersonal and communication skills
  • Must possess excellent organizational and analytical skills
  • Ability to multi-task
  • Strong coaching and development skills with experience in providing team training
  • Ability to exercise sound, independent judgment
  • Has successfully demonstrated the ability to motivate others

Bass Pro Shops & Cabela’s welcomes applications from people with disabilities.

Accommodations are available upon request during the assessment and selection process.

Benefits

  • Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions
  • Fun work environment
  • Competitive wages
  • Excellent benefits
  • Unlimited career advancement opportunities
  • Bass Pro Cares Fund

Cabela's