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Bilingual Team Lead

7 months ago

Montréal, Canada Gatestone & Co. Inc Full time

Incorporated in 1926, Gatestone & Co. is a privately owned Contact Center and BPO organization providing services such as; Customer Care, Technical Support, Telesales, Digital Solutions, Social Media Management, Back Office Support and Receivable Management. As an industry leader, we provide outsourced Omni-channel solutions to many brand-sensitive and Fortune 500 companies globally. In conducting our operations, Gatestone sets high standards with respect to security and compliance with physical premise and data security being our highest priorities. Gatestone has a highly experienced management team, with decades of work experience, both nationally and internationally. Our forward thinking leadership allows us to develop strong strategies and deliver top performance results for our clients. As a result of our strategic investment in our people, unique hiring policies, technologies and process innovations Gatestone consistently delivers high quality performance and has been steadily recognized in the industry, winning several prestigious awards such as; JD Power & Associates Award for Customer Service Excellence, Call Center Excellence Award for Best Outsource Provider and Best CRM Solution Provider and GTACC Award for Service Consistency.

We are looking to hire **QA/Lead coach** to join our team.

**Main Responsibilities**:

- Handle live customer escalations, real time queries from CCPs & ICARE, supporting them with customer conversations and escalations
- Calibrate each VOCM B2B call, identify behavioral drivers, policy/procedure gaps and partner closely with TLs to drive meaningful development conversation
- Point of Contact for OJT. Support OJT with coaching plan that maximize their learning and develop through scheduled and in the moment interactions to accelerate learning curve for OJT to become productive FTE
- Champion regular call calibration sessions and collaborate with TLs and Trainer to support huddles, check-ins and coaching culture
- Review and validate each Call Monitoring error and BST error for accuracy. Partner with TLs to ensure feedback provided and submit dispute (and follow up) if error(s) not valid

**Skills and Qualifications**:

- Demonstrate sound work ethic
- Ability to create reports in Excel and forecast results
- Attention to detail and high level of accuracy
- Ability to multi-task, focus and complete reports for extended periods of time
- Previous call center experience required
- Previous Work Force Management experience is considered an asset

**Personal Attributes**:

- Ability to take initiative
- Flexible team player with a positive attitude
- Must have good time management with the ability to work with mínimal supervision and under tight timelines
- Capable of managing multiple, simultaneous projects
- Must be friendly and professional with a positive attitude
- Organized with the ability to quickly and effectively adapt to change
- Excellent attendance record
- Able to communicate professionally - oral and written
- Problem solving skills

**What’s in it for you?**
- Hybrid work - equipment provided by the company
- Training & development

**Hours of Operation**
- MON-SAT: 8AM-8PM

As a member of the Gatestone team, you will benefit from
- Performance-based bonus opportunities
- Supportive leadership and coaches
- Ongoing training to help you be the best at your job
- Leadership development programs to prepare you for career advancement opportunities (Gatestone promotes from within)
- Employee discounts at local stores and services
- Additional bonus opportunities through our employee referral program
- Previous customer service or call center experience in sales and/or collections is an asset

**Benefits of working at Gatestone**

At Gatestone, we understand that the success of our company begins with attracting the right people, developing and mentoring those who show potential, and taking steps to retain and promote our best people.
- Telecommuting (we provide the necessary equipment).
- The office is easily accessible by subway or train and there is ample public parking nearby.
- Opportunities for growth within the company and monthly performance bonuses.
- Employee engagement initiatives
- Earn monthly bonuses through our employee referral program.
- We support our employees and invest in providing them with the best opportunities for growth. Promotions at Gatestone are based on merit, performance and leadership potential. We recognize our best employees and help them succeed. We also have a full-time Employee Engagement Specialist who ensures that we have fun while we work hard_
- When you join Gatestone, you're doing more than joining a company. You become part of a team of talented and motivated people who are dedicated to the success of the company and their lives._

**Be part of an award-winning company**
- We are an accessible workplace._

Job Reference: #INDB

**Job Types**: Full-time, Permanent

Schedule:

- 8 hour shift

Work Location: Hybrid remo