Team Lead

6 months ago

Dartmouth, Canada EfficiencyOne Full time

**_We come to work every day to make the world a better place._**

**_
- **

**About EfficiencyOne**

Our core values are Integrity, Innovation, and Partnership.

EfficiencyOne is a leading efficiency enterprise. We work with a number of outstanding partners to supply cost-effective energy efficiency and carbon mitigation services in Nova Scotia and beyond.

We transform the way people use energy. Together, we help people achieve their energy goals, save money, conserve resources, improve well-being, and combat climate change.

Investing in energy efficiency comes with many benefits—lower heating bills, more comfortable spaces, new jobs in your community, and a smaller overall carbon footprint.

**Why you’ll love working here**:

- A culture that understands there is life outside of work and cares about their employees.
- An engaging, fun, and inclusive work environment
- An awesome benefits package that starts on day one and a competitive salary
- Wellness initiatives and fitness challenges are hosted throughout the year.
- Corporate gym memberships
- Career growth and professional development opportunities
- Being part of a team and contributing to Nova Scotia’s goal of 2050 net-zero carbon

Do you want to be part of an organization that has an ambitious plan to support the transition to net zero by 2050 and help build a thriving, resilient future for Nova Scotians - then you belong here

**The opportunity**:
The **Team Lead (ESA)** is responsible for developing and managing the performance of the energy solutions advisor team to ensure an optimal level of quality customer service. In addition, the Team Lead is responsible for ensuring advisors are knowledgeable to promote E1’s full range of programs/services. Maintaining the highest level of customer satisfaction is a top priority while also focusing on team development and contributing to other related continuous improvement projects.
- Lead and inspire a team of Energy Solutions Advisors (ESA).
- Responsible for staying informed regarding E1 programs and new service offerings to ensure advisors are informed of all existing and developing program changes.
- Responsible for using E1 methodology, team input, and own initiative to ensure attendance and retention targets are achieved.
- Responsible for working with the Customer Care Manager to identify, recommend, implement, and monitor any necessary Contact Center operational improvements.
- Responsible for reporting customer feedback on new and existing programs to the Customer Care Manager to support continuous improvement and customer satisfaction.
- Responsible for improving quality service by identifying opportunities and recommending improvements in customer service processes.
- Responsible for ensuring direct reports have annual measurable targets and goals in place and expectations/priorities are clearly communicated.
- Responsible for developing team schedules weekly to ensure department objectives are covered.
- Responsible for developing and maintaining ESA training documents and department procedures manual.
- Responsible for monitoring/directing day-to-day department scheduling, monitoring call volumes, and daily/weekly reporting.
- Responsible for assessing weekly/monthly team metrics and targets with the Customer Care Manager.
- Responsible for responding to any interdepartmental inquiries for material reviews and approvals that are of an urgent nature.

**What Will Help You Succeed?**
- A Community College or University diploma or equivalent combination of education and work experience.
- Minimum five (5) years experience in a customer service-oriented position and managing a team.
- Experience in a call center would be considered an asset.

**What to expect in your first several weeks on the job**:
**In the first week, expect to**:

- Meet with the team.
- Learn about the organizational history of Efficiency Nova Scotia
- Receive an orientation of duties performed by the ESA Team Lead and ESA.
- Begin to gain familiarity with the Efficiency Nova Scotia programs/services website pages.
- Be introduced to the tools and resources used to perform the ESA Team Lead duties.

**In the first month, expect to**:

- Increase depth of understanding of programs and services offered by Efficiency Nova Scotia
- Job shadow the ESA Team Lead and understand their roles and responsibilities.
- Become more familiar with the organizational structure, programs, departments, and the people within them and their functions and roles.
- Gain confidence in knowing where to look for answers needed to address inquiries from ESA’s, Navigators, and program teams.
- Perform core duties with limited support.

**In the first three months, expect to**:

- Perform core duties independently.
- Gain expert-level knowledge of the ESA Team Lead role's tools, techniques, and processes.
- Establish a performance and development plan with your manager.

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