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Call Centre Representative Team Leader
1 week ago
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.
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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