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Subject Matter Expert
4 weeks ago
Key roles and responsibilities:
- Engage and interact with agents throughout the day
- Support agents on the floor when they are struggle or ask for assistance
- Live listening to all agents to ensure they are effectively pitching and rebutting to close sales
- Gauge agent ability to engage customers as well as implement any feedback/coaching that has been provided
- Ensure agents are using appropriate behavior/etiquette on calls (proper language, respectful and professional)
- Make key observations regarding agents' overall abilities.
- Daily pre-shift meeting to discuss strategy for the day, review agents and performance and any delegation of tasks
- Meet targets KPIs for client and company
- Complete call pull and call audit requests as per client’s needs
**Requirements**:
- At Least 3 years of experience as a team lead in the call center industry.
- Excellent communication skills.
- Proficient in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint etc)
- Strong ability to coach, motivate and recognize staff on their achievements.
- Demonstrated leadership qualities, organization, time management, sound judgment and decision-making skills and a team player
- Ability to excel in a fast-paced environment, meticulous attention to detail, able work under pressure in a structured environment and meet tight deadlines.
**Job Types**: Full-time, Permanent
**Salary**: $43,000.00-$48,000.00 per year
**Benefits**:
- On-site parking
Schedule:
- Monday to Friday
- Weekends as needed
Supplemental pay types:
- Bonus pay
**Experience**:
- Team Lead: 3 years (preferred)
Ability to Commute:
- Scarborough, ON M1B 5P8 (required)
Work Location: In person
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