Call Centre Representative Team Leader

1 week ago


Stittsville, Ontario, Canada AutoShack Full time

Customer Service/Sales Team Leader

Responsibilities:

  • Supervise and manage a team of contact center agents, providing coaching, support, and guidance to ensure excellent customer service and support.
  • Monitor and evaluate agents' performance, providing regular feedback and conducting performance reviews.
  • Develop and implement strategies to improve the overall efficiency and effectiveness of the contact center.
  • Ensure that agents are adhering to company policies and procedures, as well as maintaining compliance with all relevant regulations and legislation.
  • Handle escalated customer issues and provide resolution, as needed.
  • Coordinate with other departments to ensure seamless communication and collaboration.
  • Participate in the recruitment, onboarding, and training of new contact center agents.
  • Prepare and analyze reports on team performance and customer satisfaction.
  • Contribute to a positive and inclusive work environment that fosters teamwork, motivation, and employee engagement.

Qualifications:

  • A minimum of 3 years of experience in a contact center, with at least 1 year in a leadership role.
  • Strong communication and interpersonal skills, with the ability to effectively lead and motivate a diverse team.
  • Proven experience in performance management, coaching, and employee development.
  • Excellent problem-solving and decision-making skills, with the ability to handle complex customer issues.
  • Knowledge of contact center systems and technology, as well as best practices in customer service and support.
  • Highly organized and detail-oriented, with the ability to multitask and prioritize effectively.
  • Proficiency in Microsoft Office Suite and contact center software.
  • Bachelor's degree in business, communications, or a related field is preferred.
AutoShack offers competitive salary and benefits packages, as well as opportunities for professional growth and development.

If you are a dedicated and driven individual who is ready to take your career to the next level, we encourage you to apply.


Salary:
$22.00-$26.00 per hour

Benefits:

  • Dental care
  • Extended health care
  • Life insurance
  • Onsite parking
  • Vision care

Flexible Language Requirement:

  • French not required

Schedule:

  • Day shift
  • Weekend availability

Ability to commute/relocate:

  • Stittsville, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

  • Pass a criminal background check

Experience:

  • Customer support: 3 years (required)
  • Call center: 2 years (required)

Licence/Certification:

  • Driving Licence (preferred)

Work Location:
In person
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