Call Center Team Lead

3 weeks ago

Burnaby, Canada OpenRoad Auto Group Full time

**UNLIMITED POSSIBILITIES AHEAD.**

**Position**: Call Center Associate - Team Lead
**Status**: Full-Time

**Dealership**: OpenRoad Auto Group - Head Office Burnaby
**Department**: Head Office - Client Contact Centre

**Compensation**: $24.00 per hour

We believe in doing good for our customers and for ourselves. Whether it’s launching the most anticipated model of the year or purchasing a vehicle for your next adventure, great people and relationships are at every turn with OpenRoad.

We are proud of our forward-thinking culture developed over 40 years of continuous improvement initiatives. OpenRoad is one of the largest and fastest growing automotive retail groups in the country (representing 20 automotive brands across 25 locations) with a shared vision to become the national automotive leader in customer experience. As one of Canada’s Best Employers and Best Managed Companies, we are looking for team players who are excited to continually learn, work hard, and take ownership of their role.

**A Career at OpenRoad Means You’ll Enjoy**:

- Opportunity to work with a variety of OEM BRANDS including; Acura Audi, BMW, Genesis, Honda, Hyundai, Infiniti, Jaguar, Land Rover, Lexus, Mazda, Mercedes-Benz, MINI, Porsche, Rolls-Royce, Subaru, Toyota, Volkswagen
- Amazing Incentives including but not limited to: Discounted Vehicle Purchasing Program, Boot Allowance, Computer Rebate Program, Employee Referral Program, Employer RRSP Matching
- Internal and external, training & development opportunities for skill-development and growth
- Be part of a collaborative, friendly and progressive work-culture with an emphasis on transparency, innovation, relationship and empowerment
- Comprehensive extended health and dental plan, tailored around Associate wellness
- Recognition and Engagement Events

**ROLE & RESPONSIBILITIES**:

- Takes accountability for all essential duties and responsibilities as outlined in the assistants & associates team job descriptions. Primarily responsible for the people leadership of the team.
- Mentors, trains, and provides professional development of team members through the performance management process and informal coaching techniques.
- Assists in with additional staffing requirements, post interview review.
- Contribute to Customer Support Improvement and Excellence program by communicating observed gaps in team knowledge.
- Conduct consistent bi-weekly meetings with all agents to discuss performance and standings within their objectives.
- Track and maintain compliance with established metrics for agents
- Complete established daily, weekly, and monthly statistics and metrics
- New hire training and, quality control and performance improvement with staff
- CRM, queue and communication management
- Mentoring and providing professional development through performance management and informal coaching techniques
- Continuing education and maintaining a strong knowledge on all products and procedures to answer guests questions effectively
- Represents the management of OpenRoad in a positive and professional manner.
- Develops strong working relationships with cross-functional teams across OpenRoad and provides general assistance to other teams within Client Contact Center Customer Support.
- Team Leaders are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by OpenRoad.
- Ensures that individual performance meets or exceeds department standards.
- Ensures daily activities are completed with team, the lead will be actively engaged in all concurrent activities within the team.
- Other duties as required

**KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED**:

- Professional personal appearance.
- An interest in the automotive industry
- Strong customer service and phone skills
- Possess strong organizational, follow-up and paper-flow handling skills.
- Quick thinker and learner
- Positive, flexible and process-oriented
- Organized, Self-motivated, enthusiastic and detail-oriented
- Professional and confident attitude
- Fluent in Mandarin and English is ideal or preferred
- Completed high school education, or equivalent work experience
- Previous call center experience (an asset but not required)

We are an equal opportunity employer that embraces diversity. We stand behind the growth of our associates to help them achieve their vision and goals.

JOIN US AND GROW WITH US

We thank all those that have applied. Only those considered for the position will be contacted.

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