Team Lead, Member Service

2 weeks ago

Ottawa, Canada Alterna Full time

**Location: Ottawa or Toronto**

**Scope of Position**

The Team Lead’s primary focus is to oversee the daily operations of the Contact Center (a key service delivery channel) and support the needs of Alterna’s members and customers. This individual assumes responsibility for the Contact Centre in the absence of the Manager, Contact Centre. This role is essential to ensure the Contact Centre’s sales goals/ call quality standards and operational key performance indicators are met/exceeded consistently through ongoing coaching, mentoring, and maximizing staff resources. This role leads by example in the delivery of excellent member service. The role requires the ability to exercise effective and efficient problem solving and creative thinking while providing resolutions to member/customer concerns in a professional, clear and concise manner.

**Key Responsibilities**
- Cascades Contact Centre key performance goals and conducts performance reviews, identifies performance gaps, initiates corrective actions, following through on performance/coaching plans as necessary and makes recommendations, as required
- Creates/Fosters a positive work environment that supports employee engagement through an open-door policy and relationship building.
- Actively supports Member Service Specialists by developing creative and innovative ways of meeting the needs of members/clients through the resolution of problems and member/client complaints
- Ensures all service standards, including compliance with internal and external requirements, are understood and consistently adhered to by all ’Specialists’
- Develops and grows staff capability through development and regular holistic performance coaching on an ongoing basis
- Conducts side-by-side coaching to ensure employees meet assigned sales goals for designated products and/or services and accurately tracks and records the results
- Evaluates employees by listening to calls remotely/completing the call quality scorecard
- Organizes, implements and assists in management, training and motivational activities for staff to ensure they are up-to-date and proficient in product knowledge and promotional campaigns, through daily pre-shift sales meetings and retail sales management disciplines
- Establishes a two-way working relationship with assigned team members to solicit views on current processes and procedures, potential changes affecting their work, continuous improvement opportunities, and revisions of current deliverables
- Participates in the interviewing, hiring and performance management processes for Member Service Specialists
- Administers attendance management and payroll processes
- Conducts daily/weekly and monthly analysis of ‘Specialist’ statistics and recommends/implements changes to ensure service levels are being met
- Launches employee quarterly incentives to support Member campaigns throughout the year
- Other duties as assigned

**Expectations / Outcomes**
- Delivers service that consistently exceeds member/client expectations
- Service standards and Performance targets are met. (productivity, sales, call quality metrics)
- Ensures attendance levels support business requirements
- Consistently exhibits a high degree of professionalism and positive attitude
- Provides a high level of support in a service/sales centric environment
- Ensures a high level of teamwork is being demonstrated through all employee interactions
- Ensures employees have the necessary training and tools to service member/client in a knowledgeable and confident manner
- Ensures consistent adherence to all regulatory requirements, policies, on-line modules, standards and work expectations
- Drives employee satisfaction results through yearly employee engagement survey or 360 feedback process.

**Qualifications**
- Fluently bilingual (English/French) both verbal and written would be a strong asset, but not a requirement
- Post-secondary diploma or degree or equivalent work experience.
- Advanced knowledge of Microsoft Applications including Word, Excel, PowerPoint Office
- Familiarity with workforce management systems
- Knowledge of banking systems and processes
- Ability to work flexible hours including weekends on a rotational basis
- CC hours are Monday to Friday 8-8 & Sat. 9- 4, Sun 9 - 4)
- Exceptional sales and service knowledge and experience
- Excellent verbal and written communication skills

**Competencies**
- Ability to demonstrate leadership through effective mentoring, coaching and development of staff to achieve results
- Acts with integrity and professionalism and emulates corporate values
- Supports an environment that recognizes respects and welcomes diversity of people and supports continuous learning
- Excels at fostering teamwork and partnership within the Contact Centre and with all employees throughout the organization to achieve success

**About Alterna Savings**

Alterna Savings and Credit Union Limited (Alterna) has been the good in banking for over 110 ye

  • Team Lead

    4 weeks ago

    Ottawa, Ontario, Canada Healthy Planet Full time

    Team LeadWe're looking for a dynamic Team Lead Health Consultant who embodies awesomeness and knows how to lead by example. You bring a strong background in retail sales, leadership and a passion for natural wellness to the team.Our dynamic and talented Team Lead Health Consultants leverage their leadership skills, retail sales background and passion for...

  • IT Team Lead

    6 days ago

    Ottawa, Canada Immigration, Refugees and Citizenship Canada Full time

    **IT-03 Team Lead Opportunity **at Immigration, Refugee and Citizenship Canada. **--- Hiring Opportunity! ---** IRCC is hiring a Bilingual **Team Lead (IT-03, CBC Opportunity)**. - Please see details below:_ **Classification: IT-03** **Tenure: Casual** **Location: Ottawa, Ontario (hybrid) NCR** **Language: Bilingual Imperative (CBC)** **Clearance:...

  • Team Lead, IT Service Delivery

    5 days ago

    Ottawa, Canada Royal Canadian Mint Full time

    The Royal Canadian Mint is hiring a Team Lead, IT Service Delivery, who can thrive in a dynamic and inclusive environment. Reporting to the Manager of IT Service Delivery, the Team Lead is responsible for providing leadership and guidance to their client-focused team and the team’s services (IT Service Desk, Desktop Support, Senior Desktop Support,...

  • Team Lead, Consultation

    4 weeks ago

    Ottawa, Canada The Professional Institute of the Public Service of Canada Full time

    **Division**: National Policy Office **City**:Ottawa, ON **Type of position**:Hybrid with shared desk **Job Term**: Permanent Full-time (35 hours per week) **Union**:IAM local 3011 **Competition**: 24-26 The Professional Institute of the Public Service of Canada, a national union representing some 70,000 professionals and scientists throughout Canada,...

  • Team/delively Member

    4 weeks ago

    Ottawa, Canada Panera Bread - FMI Group Full time

    **Location: 320 West Hunt Club Road, Ottawa, Ontario** Come join Panera Bread! We believe in raising, serving and eating food that is good and good for you! Our Team Members know what our customers want and deliver it - fast, accurate and with friendly service. We take pride in every aspect of our work and perform it with energy and enthusiasm. We are...

  • Team Lead, Client Computing

    4 weeks ago

    Ottawa, Canada NAV CANADA Full time

    **JR-3913** **Job Title** **Team Lead, Client Computing** **Language Requirement** Bilingual / Bilingue **unilingue qualifié sera considéré.** **Working Conditions**: - Work location is the Ottawa logistics Centre. This position has been classified as Hybrid. **What we have to offer** - Health Care and Dental Care Plan (with additional Health...

  • Communication and Member Services Coordinator

    4 weeks ago

    Ottawa, Canada Business Sherpa Group Full time

    Hotel Association of Canada- Published- July 7, 2023- Location- Ottawa/Hybrid, Canada- Category- Marketing / Administration- Job Type- Full-time- Experience- Associate**Description**: The Hotel Association of Canada is the leading voice of the Canadian Hotel & Lodging industry, bringing legislative solutions to industry challenges. Our mission is to enhance...

  • Team Lead, Environment

    4 weeks ago

    Ottawa, Ontario, Canada Englobe Corp. Full time

    Your EmployerDare to join Englobe At nearly 3,000 people, Englobe is one of Canada's premier firms specializing in professional engineering services, environmental sciences, and soil and biomass treatment. With offices located across Canada, the United Kingdom and France, we are conveniently located to support large- and small-scale projects, through...

  • Team Lead, Client Computing

    4 days ago

    Ottawa, Canada NAV Canada Full time

    Job Posting Title Team Lead, Client Computing Job Category Infrastructure Language Requirements Bilingual / Bilingue Posting Start Date 2023-01-23 Posting End Date 2023-02-07 Job Grade CS-4 Pay Range $109,847 - $135,227 Job Summary Planning, organization, directing, communicating, and provisioning of advanced technical systems and team...

  • Team Lead, Web and Multimedia Services

    5 days ago

    Ottawa, Canada Senate of Canada Full time

    About the Senate The Senate plays a unique role in shaping our country’s democracy. As members of the upper house of Parliament, senators examine legislation, study public policy, champion causes and conduct interparliamentary diplomacy. As a workplace, the Senate is composed of dynamic people representing our nation’s diverse talents, backgrounds and...

  • Environmental Team lead

    2 weeks ago

    Ottawa, Canada Groupe ABS Full time

    Environmental Team lead - Ottawa, Canada - Groupe ABS DescriptionLa description français suit la description anglaiseJob summaryStep into the vibrant world of ABS as the environmental team lead, guided by our spirited Ontario's regional director Ignite synergy among project heads and managers, ensuring brilliant results and satisfied clients. Take the helm,...

  • Environmental Team lead

    2 weeks ago

    Ottawa, Canada Groupe ABS Full time

    Environmental Team lead - Ottawa, Canada - Groupe ABS DescriptionLa description français suit la description anglaiseJob summaryStep into the vibrant world of ABS as the environmental team lead, guided by our spirited Ontario's regional director Ignite synergy among project heads and managers, ensuring brilliant results and satisfied clients. Take the helm,...

  • Environmental Team lead

    2 weeks ago

    Ottawa, Canada Groupe ABS Full time

    Environmental Team lead - Ottawa, Canada - Groupe ABS DescriptionLa description français suit la description anglaiseJob summaryStep into the vibrant world of ABS as the environmental team lead, guided by our spirited Ontario's regional director Ignite synergy among project heads and managers, ensuring brilliant results and satisfied clients. Take the helm,...

  • Team Lead, Web and Multimedia Services

    5 days ago

    Ottawa, Canada Parliament of Canada, Senate Full time

    Job ID: J0523-0700- Directorate: Communications- Classification: SEN-08- Job Type: Determinate, Full-Time- Location: Ottawa, Ontario- Minimum Salary: 76585/Year- Maximum Salary: 96900/Year- Closing Date: June 5, 2023**About the Senate**: The Senate plays a unique role in shaping our country’s democracy. As members of the upper house of Parliament, senators...

  • Team Lead

    4 weeks ago

    Ottawa, Canada Indigo Park Canada Inc Full time

    Do you like baseball? Are you looking for a part time job in the evenings and weekends for the summer? We have a great opportunity for you! Indigo Park is currently looking for a Team Lead to lead the parking staff at the Ottawa Titans Baseball games! Duties & Responsibilities: - Lead a team of parking attendants during, before, and after Titan home...

  • Team Lead, Software Development

    3 weeks ago

    Ottawa, Canada Lightspeed Commerce Full time

    Hi there! Thanks for stopping by Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! Lightspeed is growing at a fast pace and we’re looking for a passionate Development Team Lead to help us lead, mentor, and grow a high-performing software development team and cultivate an inclusive...

  • Team Lead, Software Development

    4 weeks ago

    Ottawa, Canada Lightspeed Commerce Full time

    Hi there! Thanks for stopping by Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! Lightspeed is growing at a fast pace and we’re looking for a passionate Development Team Lead to help us lead, mentor, and grow a high-performing software development team and cultivate an inclusive...

  • Team Lead, Software Development

    3 weeks ago

    Ottawa, Canada Lightspeed Commerce Full time

    Hi there! Thanks for stopping by Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! Lightspeed is growing at a fast pace and we’re looking for a passionate Development Team Lead to help us lead, mentor, and grow a high-performing software development team and cultivate an inclusive...

  • Team Lead, Environment

    4 weeks ago

    Ottawa, Ontario, Canada Englobe Full time

    Job Description Your EmployerDare to join Englobe At nearly 3,000 people, Englobe is one of Canada's premier firms specializing in professional engineering services, environmental sciences, and soil and biomass treatment. With offices located across Canada, the United Kingdom and France, we are conveniently located to support large- and small-scale...

  • Team Lead, Environment

    1 month ago

    Ottawa, Canada Englobe Full time

    Job Description Your EmployerDare to join Englobe At nearly 3,000 people, Englobe is one of Canada’s premier firms specializing in professional engineering services, environmental sciences, and soil and biomass treatment. With offices located across Canada, the United Kingdom and France, we are conveniently located to support large- and small-scale...