Team Leader, Contact Centre services

4 weeks ago

Surrey, Canada Ainsworth Full time

If you thrive in a team-oriented workplace that challenges your skills, drives your career development, embraces diversity, and rewards innovation, with competitive pay and great employee programs, join the Ainsworth (a GDI company) team todayPosition Summary: This position reports to the Supervisor, National Operations Support Centre (NOSC). The Team Leader, NOSC, is responsible for providing quality and efficient customer service through the daily management of a team of Customer Service Representatives (CSRs). Responsibilities include hiring, motivating, recognizing, rewarding, coaching, counseling, training, and problem-solving. The Team Leader will be a hands-on leader, ensuring procedures are followed and providing directions to CSRs for improvement.Responsibilities:Provide daily direction and communication to employees to handle customer service calls/emails efficiently and knowledgeably.Host one-on-one meetings and team meetings.Continuously evaluate processes and procedures, suggesting improvements to enhance operations, efficiency, and service.Give regular performance feedback and coaching through quality assurance management.Support employees facing work or personal issues with coaching, counseling, and resolution.Ensure employees have proper training and resources.Address employee relations issues appropriately.Handle disciplinary and performance issues per company policy.Prepare warnings and communicate effectively with employees regarding performance issues.Participate in special or ongoing projects related to process improvement.Establish work procedures supporting company standards and strategies.Maintain training and development plans for all team members.Work with management to implement positive changes and improve business efficiencies.Qualifications:Minimum of 2+ years’ experience as a Team Leader in a contact centre environment.Experience managing a stressful and fast-paced environment.Customer service experience.Excellent leadership and communication skills.Strong coaching and people development skills.Ability to handle demanding customers and escalations.Ability to set attainable goals and assign responsibilities clearly.Experience developing, coaching, and managing operational standards, policies, and procedures.Good communication of daily plans and challenges.Bilingualism is an asset.Availability: Our Contact Centre operates 24/7/365. Flexibility to work day or afternoon shifts, including occasional weekend rotations, is required.Why work at Ainsworth (a GDI company)? We offer benefits from day one, including health, dental, medical, wellness supports, RSP matching, and generous vacation. We recognize service milestones, offer peer recognition, employee discounts, incentives, and flexible hybrid working models where applicable. We are committed to diversity and inclusion, fostering a supportive team atmosphere, with opportunities for advancement.While we appreciate all applications, only candidates under consideration will be contacted. Ainsworth (a GDI company) is dedicated to building a diverse and inclusive workplace. Qualified members of designated groups are encouraged to apply, with accommodations considered as per our policy. Join us and make a difference #J-18808-Ljbffr

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