Team Lead, Business Service and Support
2 weeks ago
Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications and exclusive locally produced programming on Eastlink Community TV.
The Team Lead, Business Service and Support is a mentor to the Business Telephone Repair team on Telephone, Managed Wifi, and toll fraud related issues, and is the first transfer point for customer resolution of detailed transactions or investigations. The Team Lead reports to the Manager, Business Telephone Repair and is responsible for maintaining a high level of internal customer service and has a diversified workload, which requires exceptional product and system knowledge, coupled with effective organizational skills. Of key importance is the ability to multi-task and prioritize the work to ensure all customer satisfaction goals are met. The Team Lead plays a critical role in suggesting process improvements to increase efficiency for the business.
**Key Responsibilities**:
- Provide immediate support to frontline LAS and Tel Repair representatives.
- Provide a technical resource in supporting services within the teams’ purview.
- Receive calls or written instructions from internal or external stakeholders to research detailed customer transactions such as complex billing or technical issues, installation problems etc.
- Act as a mentor to frontline support agents in prioritizing and dealing with customer communications and requests.
- Present suggestions to improve operational processes to increase customer service and efficiency.
- Monitor quality of call center output and document errors to the Business Tel Repair Manager and/or Business Ops Director to close performance gaps. This also includes conversing with other departments such as contractors to review errors and proactively plan for improvement or error reduction.
- Conduct follow-up courtesy calls to customers who have experienced multiple or high impact service failures.
- Act as back up for the queue within call center during peak periods.
- Other administrative duties as required.
- Independently resolve escalated internal and external customer issues.
**Qualifications**:
- Minimum 1 year experience in a customer service/sales or call center environment
- Thorough understanding of Telephony services required. Specific to Eastlink is an asset.
- Ability to problem solve and meet challenging time deadlines
- Required to independently make decisions that balance the customer and company needs
- Superior interpersonal communication skills with a focus on conflict resolution
- Completion of grade 12. Post-secondary education is preferred.
- Professional and enthusiastic team player, with a demonstrated commitment to customer service excellence.
Why Choose Eastlink?
Eastlink operates in a culture of continuous improvement through listening, learning and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.
If you are ready to explore an exciting career at Eastlink, your journey begins here.
-
Team Lead, Business Service and Support
3 weeks ago
Halifax, Canada Eastlink Full timeEastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced...
-
Support Worker: Team Lead
1 week ago
Halifax, Canada Support Services Group Cooperative LTD Full timeJob Summary The Team Leader is responsible for overseeing the Support Workers of specific homes and communicating clear instructions to the support staff. The Team Leader provides directions, instructions and guidance to the team. Team leader works support worker shifts in the home, as part of their team leader duties, and may also worked support worker...
-
Supportive Services Team Lead Position
4 days ago
Halifax, Nova Scotia, Canada YWCA Halifax Full time**Supporting Excellence in Supportive Housing:**The YWCA Halifax seeks a seasoned professional to serve as the Team Lead for our Supportive Housing for Individuals program. In this role, you will be responsible for leading and supporting our team in providing high-quality housing services to individuals.Main Responsibilities:Oversee the day-to-day operations...
-
Support Engineering Team Lead
3 weeks ago
Halifax, Nova Scotia, Canada Ultra Electronics Group Full timeSupport Engineering Team Lead page is loadedSupport Engineering Team LeadApply locations Dartmouth, NS, Canada time type Full time posted on Posted Yesterday job requisition id REQ-9907Unleash the Power of Multi-Mission Excellence: Safeguarding the Seas for the World's Navies.Step into a world where cutting-edge technology meets unparalleled expertise. Ultra...
-
Estimating Team Lead
5 days ago
Halifax, Nova Scotia, Canada Fawkes and Reece Full timeWe are currently seeking a talented Pre-Construction Manager to join our dynamic team. As a key member of our estimating team, you will be responsible for leading the bid team on a variety of regional construction projects. Your primary objectives will include developing the pre-construction programme, delivery programme, and operational delivery strategy...
-
Supportability Engineering Team Lead
2 days ago
Halifax, Nova Scotia, Canada Ultra Electronics Group Full timeJob Description:The Lead Support Engineer will be responsible for leading the Supportability team in shaping the design for support and developing the support solution architecture.First Line Supervision: Effectively lead, mentor, and develop existing staff to ensure the supportability of products.Technical Direction: Provide technical direction and define...
-
Technical Support Team Lead
6 days ago
Halifax, Nova Scotia, Canada Softchoice Full timeJob DescriptionWe are seeking a highly skilled Technical Support Team Lead to join our team at Softchoice. This individual will be responsible for overseeing the daily operations of our technical support group, ensuring that all systems and services are running smoothly.Key ResponsibilitiesLeadership: Provide guidance and direction to junior technical...
-
Business Service
7 days ago
Halifax, Canada Eastlink Full time**Designated office**: Eastlink 6080 Young Street Halifax, NS **This position is**: On-site - working all 5 days per week in the Office Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications...
-
Here Services Business Development Lead
1 week ago
Halifax, Canada YWCA Halifax Full time**Title**: Here Services (Hub for Evaluation, Research and Education) Business Development Lead **Department**:Research and Advocacy **Reports to**:Director of Advocacy and Community Response **Job Classification**:Part Time, 12 Month Term **Location**: Halifax, N.S. YWCA Halifax is a progressive, multi-service, not-for-profit organization dedicated to...
-
Services Team Lead
1 week ago
Halifax, Canada Unisys Full time**We Believe in Better!** We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision. Our associates are at the forefront of everything we do, driving our clients’ successes while giving back...
-
Services Team Lead
1 week ago
Halifax, Canada Unisys Full time**Job Description** We Believe in Better!** We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision. Our associates are at the forefront of everything we do, driving our clients’ successes...
-
Business Analyst Lead
2 weeks ago
Halifax, Canada BF&M Full timeMeridia Recruitment Solutions has partnered with BF&M, a leading insurance provider with operations in Bermuda, Halifax and across the Caribbean, to recruit for their Business Analyst Lead in Halifax, Nova Scotia. Founded in 1903, BF&M takes great pride in helping their customers protect what matters most, as well as giving back to the communities in which...
-
Residential Cleaning- Team Lead/driver
1 week ago
Halifax, Canada Rebecca's cleaning service Full time**About us** This position is for my Halifax peninsula team. To cut down on driving times I am looking to hire someone that lives in or close to the city core as that is where my other employee lives as well as all the houses being cleaned. Rebecca's cleaning service is a small business in Halifax, NS. We are customer-centric, inclusive, and...
-
Strategic Business Development Lead
3 days ago
Halifax, Nova Scotia, Canada League Savings and Mortgage Full time**Company Overview**League Savings & Mortgage (LSM) is a federally regulated financial institution and a Certified B CorporationTM based in Nova Scotia. As a strategic partner of Payment Acceptance Solutions Inc. (PAS), LSM has developed CUPAY, Canada's first and only merchant services program built by and for credit unions and their members.We strive to...
-
Business Service
2 weeks ago
Halifax, Canada Eastlink Full timeAs a Business Service & Support Representative you will responsible for providing superior customer service to Eastlink’s business customers. Responsibilities include processing orders, conducting service changes, troubleshooting, and repair all while managing client expectations and maintaining excellent customer relationships. **Responsibilities**: -...
-
Operations Team Lead
1 week ago
Halifax, Canada Best Buy Full timeAs Canada's fastest-growing specialty retailer of consumer electronics, Best Buy ensures it offers one of the best work environments in the country. Employee experience is at the heart of everything we do. We take a holistic approach to how we recognize and reward hard work and achievements. True to our vision of unleashing the power of our people, we...
-
Business Service
2 weeks ago
Halifax, Canada Eastlink Full timeEastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced...
-
Geotechnical Team Lead
4 weeks ago
Halifax, Canada Stantec Full timeBuild the foundation for a lasting and successful career in geotechnical engineering by starting with a good team. When we say that we’re full-service, we mean it. You’ll find us in the office, on site and in the lab. We work indoors and out, above and below ground, over and under water, across projects large and small. From field exploration and...
-
Halifax, Canada Laughing Whale Coffee Roasters Full time**Experienced Team Lead/Barista for our busy Farmers' Market booth in Halifax.** **Overseeing the market operation, so customers are served efficiently and well. Providing guidance to staff when necessary and fostering a positive and supportive work environment at all times while working alongside them as a Barista.** **In addition to having excellent...
-
Retail Team Lead
2 weeks ago
Halifax, Canada Westside Beer Wine & Spirits Full time**Team Lead** **OPPORTUNITY & GROWTH** Micco Companies is a family-owned holding company with a diverse operating portfolio that includes Retail Beverage Alcohol, Fastfood, Warehousing, Courier, and Logistics. We are looking for a Retail Team Leader to join our Westside Beer Wines and Spirits team to help us meet the needs of our growing business. If you...