Control Centre Team Lead

2 weeks ago

Hanover, Canada Wightman Full time

**Who are we**

**The Opportunity**

Reporting to the Control Centre Manager, the Team Lead is responsible for coaching, monitoring, mentoring and developing the Control Centre team to achieve key performance metric goals. Functions include the overseeing of team members, leading and motivating the team to deliver outstanding customer support via various technologies, the development and implementation of various training methodologies.

**What you will do**
- Achievement of service level goals and quality targets.
- Mentoring and coaching employees to department performance standards.
- Identify efficiency opportunities and ensure proactive and professional communication.
- Provide ongoing support and guidance including taking escalation calls, supporting customer issue resolution, providing materials and ensuring goal achievement.
- Implement, communicate and interpret new and existing policies and procedures to staff members.
- Works cross functionally, collaboratively with leadership and external business partners.
- Consistent attendance and punctuality required.
- Applicant should be self-motivated, willing to learn and able to accept instruction.
- Must be receptive to changing priorities.
- Ability to work independently and as part of a team.
- Strong technical and analytical aptitude.
- Excellent listening, oral and written communication skills.
- Ability to effectively communicate ideas, concerns, job tasks with co-workers and management.
- Professional phone etiquette

**Qualifications**
- Post-secondary education in a technology related field or comparable work experience.
- Experience within a technical helpdesk and/or networked environment
- Experience working with and complying to the Canadian Local Ordering Guidelines (CLOG)
- Leadership/Coaching experience (preferably in a call center environment)
- Formal training and proven expertise in end user Telecom troubleshooting best practices.
- Possess exceptional reasoning and analysis skills.
- Strong diagnostic skills with a background in Windows & Apple operating systems.
- Possess strong written and verbal communication skills.
- Excellent customer service, interpersonal, communication, and organizational skills

**Working Conditions**
- Prolonged periods of sitting and use of a computer in a typical office environment
- May be required to work alone with minimum supervision.
- Position functions in a 24/7 in-bound call center environment (including evenings, holidays and weekends)
- Position requires the ability to provide both constructive criticism as well as praise for performance.

**How To Apply**

In order to be considered for this opportunity, please forward your resume and accompanying cover letter. Submission must be received by 4:00 pm on February 3, 2023.

**Job Type**: Permanent

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Vision care

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Hanover, ON: reliably commute or plan to relocate before starting work (required)

Work Location: One location

Application deadline: 2023-02-03

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