Team Leader

6 months ago

Vancouver, Canada Mountain Equipment Company Full time

**THE OPPORTUNITY**

At MEC, we believe the transformative power of the outdoors makes us better humans and drives us to do good for the planet. We are here to inspire and support everyone in getting active outside, matching people with gear and advice that instills confidence. We offer more than products; we offer a passion for the outdoors. We play with purpose

Our business model depends on impassioned and well-trained outdoor enthusiasts, and as such, we look for individuals who live our purpose and fit with MEC ethos and lifestyle. If you are that person, we’d love to connect with you. Join us

Inclusivity at MEC

MEC is an equal-opportunity employer committed to building an inclusive community of staffers. We’re proud to work with our people to create a diverse workplace where everyone feels like they belong and has the opportunity to be successful. We welcome all applicants to join our diverse team. Tell us what you need during the hiring process, and we’ll do our best to accommodate you.

**THE ROLE**

As an MEC Team Lead, you're self-aware, recognizing the importance of starting your day with a thorough analysis of efficiency and quality data. You actively engage and manage your MEC Advisors, providing real-time coaching for enhanced customer experiences. Your commitment to the MEC learning framework showcases your understanding of unique team skills and the need for individualized development plans. Your strategic thinking and sense of urgency help you swiftly identify trends and collaborate for effective customer solutions. As a results-driven leader, your self-awareness is reflected in your dedication to developing team members and fostering a diverse and inclusive culture for exceptional customer experiences.**Role and Responsibilities**:

- Lead and guide a hybrid team in delivering outstanding customer service across diverse channels, emphasizing effective coaching and management strategies to achieve business Key Performance Indicators (KPIs).
- Foster an environment of ongoing learning and growth within the team, aiming to enrich product expertise and perfect sales approaches.
- Demonstrate leadership skills and effective communication in managing a hybrid team, employing performance management techniques to guide everyone toward their maximum potential.
- Identify people and business trends and opportunities, collaborating strategically with cross-functional partners to achieve collective business outcomes.
- Examine daily, weekly, and monthly data reports to identify trends and pinpoint opportunities that can improve team performance.
- Facilitate crucial meetings with Team Leaders and Senior Managers to deliberate on identified trends and opportunities, promoting strategic collaboration across various functions.
- Lead screening procedures, conduct interviews and supervise the onboarding and skill development of new team members, emphasizing a comprehensive and effective training approach.
- Identify processes and procedures to improve user experience and business efficiency.

**THE QUALIFICATIONS**
- Minimum of 3-4 years of experience in a call centre environment.
- Demonstrated experience in leading a remote team of employees, achieving notable success in meeting and exceeding key performance indicators (KPIs).
- Adept in the art of coaching and motivating teams, fostering an environment to effective collaboration and productivity.
- In-depth comprehension of customer service principles and a fervent dedication to delivering an exceptional customer experience.
- Demonstrate urgency and strategic thinking when handling customer escalations, offering tailored solutions with a business-oriented mindset.
- Exceptional proficiency in both written and oral communication skills.
- Adaptable and able to shift focus as needed, excelling in a fast-paced environment characterized by constant change and tight deadlines.
- Demonstrates organizational skills to adeptly juggle competing priorities.
- Possesses intermediate to advanced MS Office and MS Dynamics skills.

**THE PERKS**
- Work-life flexibility.
- Hybrid work environment
- Variable annual incentive plan
- Generous annual vacation allotment
- Paid Care time (Wellness/sick)
- Maternity and Parental leave top-up
- Staff Discount and amazing deals straight from vendors
- Top-notch benefit plan
- Retirement Plan matched contributions up to 6%
- Paid days to pursue outdoor activities and/or volunteer in your community.
- Free staff gear rental program.
- Access to a learning platform and educational assistance support
- Career development opportunities
- Field experience days, team away days and much, much more

At our Home Office located in Vancouver, you’ll also love:
- Show up as you are—Athleisure wear.
- An open office layout
- choose where you sit.
- Well-stocked kitchens filled with premium coffees and teas (and ALL the milk)
- Onsite fitness equipment, change rooms with showers and bike storage.

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