Call Centre Operator

7 months ago

Remote, Canada CAA North & East Ontario Full time

**POSITION: Call Centre Operator - Lead Hand**

**LOCATION: Work-From-Home**

**TERM: Full-Time, Permanent**

**SHIFT: 11:30am - 11:30pm**

**Summary**:
The Lead Hand plays a pivotal role in CAANEO's mission of delivering exceptional emergency roadside assistance services, prioritizing Member safety and satisfaction. They ensure Members receive prompt, professional, and empathetic support during vehicle-related emergencies.

The Lead Hand efficiently manages incoming emergency roadside assistance calls, maintains meticulous records, utilizes mapping software for precise location tracking, and demonstrates a Member-centric mindset in all interactions.

In the absence of the Supervisor, the Lead Hand coordinates the after-hours dispatch of appropriate service vehicles based on urgency, member location, specific needs, and service provider availability. They diligently oversee the status of ongoing service requests, ensuring that timely updates are conveyed to Members and service providers.

The Lead Hand offers guidance and assistance to Call Centre Operators. They exercise discretion in handling service requests, make exceptions as needed, and provide real-time resolutions. The Lead Hand is responsible for the timely, accurate, and smooth transition of service calls to overnight operations.

The Lead Hand works an average of 38.5 hours per week; 12-hour shifts on a 2-week rotation.

Week 1: Sunday _**Monday Tuesday**_ Wednesday Thursday _**Friday Saturday**_

Week 2: _**Sunday**_ Monday Tuesday _**Wednesday Thursday**_ Friday Saturday

**Responsibilities**

Exceptional Member Service:

- Provide prompt, professional, and empathetic support to Members encountering emergency roadside situations.
- Prioritize Member safety during emergency situations by diligently following safety protocols and guidelines, ensuring their well-being and security.
- Maintain a composed demeanor when dealing with distressed or agitated Members, ensuring that their concerns are addressed with empathy and professionalism.
- Respond to emergency calls and answer Member inquiries via chat.
- Offer Members clear and practical guidance on safe practices while they await assistance, helping them navigate challenging circumstances.

Accurate Data Entry:

- Maintain meticulous records of Member information, service requests, and call details in the CRM and database systems, ensuring data accuracy and completeness.
- Efficiently gather comprehensive information about the nature and severity of emergencies, facilitating accurate assistance.
- Utilize mapping software to record precise vehicle locations and destinations, enhancing the efficiency of assistance coordination.

Effective Communication:

- Demonstrate a Member-centric mindset in all interactions, consistently prioritizing Member safety and satisfaction.
- Collaborate seamlessly with the Supervisor of the Emergency Roadside Assistance Call Centre, Dispatchers, and other team members to convey pertinent information and ensure the smooth delivery of services.
- Work in coordination with external service providers to ensure timely and effective assistance for Members.

Dispatch Management (as required):

- Prioritize service requests based on urgency and service provider availability.
- Utilize mapping and dispatch software to identify service provider locations and optimize routing.
- Coordinate and dispatch appropriate service vehicles based on Member location and needs.
- Liaise with 3rd-party service providers, ensuring they have necessary information for efficient assistance.
- Maintain accurate records of service requests, dispatch actions, and member interactions using dispatch software tools.
- Monitor ongoing service requests and provide timely updates to Members and service providers as needed.

Shift Management (as required):

- Offer guidance and assistance to Call Centre Operators in addressing member inquiries, service requests, and emergency scenarios.
- Exercise discretion in handling service requests, making exceptions as needed, and ensuring comprehensive documentation, with an unwavering commitment to Member safety.
- Actively collaborate with Members to resolve issues and address complaints in real-time whenever feasible.
- Keep meticulous records of performance issues, Member input, technical obstacles, or any other relevant details and transmit them to the Automotive Services Management Team for resolution the following day.

**Requirements**: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Grade 12 or equivalent
- Proven experience of two (2) years working in an inbound high-volume call centre.
- Demonstrated knowledge of CAANEO Emergency Roadside Assistance policies and procedures
- Previous experience working in a dispatching role is an asset.
- Additional education or experience related to custo

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