Customer Service Lead

4 weeks ago

Ottawa, Canada OXARO Inc. Full time

Join to apply for the Customer Service Lead role at OXARO Inc. Security Clearance: Reliability (or eligibility to obtain) About Us We are a member firm of the greater Raymond Chabot Grant Thornton & Grant Thornton Canada networks. OXARO is a dynamic and fast‑growing technology consulting firm at the forefront of digital transformation within the Canadian public sector. Our mission is to partner with government agencies to modernize their applications, streamline their processes, and enhance their service delivery through innovative technology solutions. We are a team of passionate problem‑solvers dedicated to making a tangible impact on our community. Role A Contact Centre Team Leader is responsible for providing leadership and direction to the call centre team, coaching and mentoring team members, managing team performance, workflow and analysis, establishing goals/Key Performance Indicators (KPIs), and overseeing and monitoring the call centre processes. Day‑to‑Day Responsibilities Oversee and monitor call centre processes. Establish goals and Key Performance Indicators (KPIs). Coach and mentor team members. Provide guidance and leadership to the call centre team. Handle inbound inquiries from individuals. Deliver support and guide individuals through contract‑dependent processes, such as completing forms. Communicate information regarding programs and contracts using training and supporting materials provided by OXARO. Demonstrate adherence to key performance indicators and established communication procedures and policies. Perform basic data entry functions for certain contracts. Responsibilities may change over time depending on future acquired contracts. What You Bring to the Table 1+ years of experience in a call centre leadership role. 1+ years of customer service experience or equivalent skills in working with people. Currently residing in the Ottawa‑Gatineau region and holding, or being eligible to obtain, a Government of Canada Reliability clearance. Excellent verbal and written communication skills in both French and English. High school diploma or equivalent. Why Join Us? Make an Impact: Play a key role in modernising Canada’s public sector and see the direct impact of your work on our communities. Career Growth: As a fast‑growing company, we offer significant opportunities for professional development and career advancement. Collaborative Culture: Join a supportive and collaborative team where your ideas are valued and you can learn from some of the best in the industry. Challenging Projects: Work on a variety of interesting and complex projects that will keep you engaged and continuously learning. Only candidates being considered will be contacted. OXARO is an equal opportunity employer. #J-18808-Ljbffr

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