Team Leader

5 months ago

Montréal, Canada ContactPoint 360 Full time

**Join our CP360 Family, today**

**Who We Are**:
W elcome to ContactPoint 360, the world’s fastest-growing global BPO. At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines. Our achievements are grounded in an award-winning culture that fosters innovation and empowers every teammember, earning us global recognition as a certified Great Place to Work.

At ContactPoint 360 Inc., we deeply understand the meaning of family and values. As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace. Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

**Our Purpose**:
Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

**Job Summary**:
The Team Leader is a dedicated and results-oriented professional who leads by example and ensures exceptional service delivery to our customers. In this role, the Team Leader will serve as a key point of contact between our organization and our customers, demonstrating empathy, problem-solving skills, and a commitment to customer satisfaction. By effectively managing a team of customer service representatives, the Team Leader will uphold our company's standards of excellence and contribute to maintaining a positive brand reputation. The Team Leader will be responsible for coaching, mentoring, and motivating team members to achieve performance targets and deliver outstanding customer experiences. Through effective communication and collaboration, the Team Leader will foster a supportive and high-performing team environment, driving success and growth for our organization.

**Responsibilities**:

- Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences.
- Provide ongoing coaching, feedback, and support to team members to enhance their skills, productivity, and job satisfaction.
- Monitor team performance metrics, analyze data, and identify areas for improvement to optimize operational efficiency and service quality.
- Conduct regular team meetings to communicate goals, expectations, and updates, fostering open communication and collaboration among team members.
- Handle escalated customer inquiries and complaints promptly and effectively, ensuring resolution to the satisfaction of all parties involved.
- Collaborate with other departments, such as training and quality assurance, to ensure consistency in service delivery and adherence to company policies and procedures.
- Maintain accurate records of team performance, attendance, and other relevant metrics, providing regular reports to management as required.
- Stay updated on industry trends, best practices, and emerging technologies to continuously improve team performance and service delivery.

**Qualifications**:

- Bachelor's degree or equivalent work experience preferred.
- Previous experience in a leadership or supervisory role in a customer service or call center environment required.
- Strong communication, interpersonal, and coaching skills, with the ability to motivate and inspire team members.
- Excellent problem-solving abilities and the capacity to make sound decisions under pressure.
- Proficiency in Microsoft Office suite and experience with CRM software preferred.
- Flexibility to work in a fast-paced and dynamic environment, with the ability to adapt to changing priorities and business needs.
- Demonstrated ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.
- Knowledge on operations and customer service processes preferred, but not required.

Join us in our mission to create exceptional customer experiences and become a part of our innovative and supportive team at ContactPoint 360 Inc.

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