Team Leader
2 weeks ago
Under the supervision of the Operations Director, the Team leader is the primary contact person who oversees the operational team to ensure the smooth running of the campaign. The Team leader is the expert in client outreach and operations management and spends the majority of his or her time supporting the day-to-day operations of the floor in order to improve campaign performance and achieve client objectives.
**HERE IS AN OVERVIEW OF YOUR WORK DAY**
- Plan and provide coaching to each member of the team on a daily basis on Quality, Sales and Productivity results; maximizing all methods and tools at your disposal;
- Develop agents by providing coaching and support;
- Measure in real time the performance and productivity of the operations of his team, suggest and implement the necessary corrective measures in a proactive way;
- Coordinate activities with his/her team to meet campaign objectives;
- Communicate individual and team results, identify performance gaps and implement and follow up on development plans in the areas of Quality, Sales and Productivity;
- Maintain a positive and open work environment while keeping the team motivated and productive;
- Ensure and maintain a good partnership with the customer;
- Listen to and evaluate call quality and provide feedback to agents;
- Ensure that GEXEL's values, standards and regulations are respected at all times;
- Take "supervisor" calls and ensure resolution of customer complaints;
- Actively participate in team meetings;
- Act as a change agent in the implementation of a high performance culture.
**YOU ARE THE PERSON WE ARE LOOKING FOR BECAUSE YOU OFFER**
- An availability according to the working hours of the campaign (no restrictions);
- A perfect command of English, bilingualism is an asset;
- A thorough knowledge of Social Media, an asset;
- Relevant experience in call center team management, an asset;
- A high performance, results-oriented culture;
- An analytical mind and ability to make quick decisions;
- Excellent communication and outreach skills;
- Good organizational skills and thoroughness;
- Good resistance to stress;
- Dynamism and good listening skills;
- A capacity for commitment, self-control and diplomacy;
- Good knowledge of Microsoft Office and Internet software.
**Job Types**: Full-time, Permanent
**Benefits**:
- Commuter benefits
- Dental care
- Discounted or free food
- Extended health care
- Life insurance
- Paid time off
- Vision care
Schedule:
- 8 hour shift
**Language**:
- English (required)
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