Contact Centre Team Leader

6 months ago


Stittsville, Canada AutoShack.com Full time

Contact Centre Team Leader

Location: In office - 201 Iber Road Stittsville (Ottawa)

Reports to: Contact Center Operations Manager

**Job Type**: Full-Time

**Responsibilities**:
Team Leadership:

- Oversee a team handling inquiries on Amazon, eBay, Walmart, and AutoShack.
- Monitor performance, provide coaching, and ensure sales targets are met.
- Foster a positive environment through communication and conflict resolution.

Product & Service Expertise:

- Maintain knowledge of AutoShack’s products and services.
- Ensure agents are well-informed to handle customer queries efficiently.

Compliance & Quality Assurance:

- Ensure compliance with guidelines and policies.
- Implement measures to maintain high standards of customer service.

Cross-Department Collaboration:

- Work with other departments to resolve escalated issues.
- Build strong relationships with sales partners.

Process Improvement:

- Refine team processes to enhance efficiency and satisfaction.
- Stay updated on industry trends and best practices.

Sales Performance & Strategy:

- Lead the team to meet sales targets with effective strategies.
- Analyze sales data for trends and improvement areas.

Reporting & Analysis:

- Prepare and analyze reports on team performance.
- Use data to optimize team and customer service outcomes.

Required Skills and Experience:
**Experience**:

- 2-3 years in customer service, preferably in a contact center or e-commerce.
- Leadership experience in customer service or sales.
- Experience in sales, especially in e-commerce, is preferred.
- Knowledge of automobile spare parts is a plus.

**Skills**:

- Strong leadership and team management.
- Excellent communication and interpersonal skills.
- Proficiency with customer service software and e-commerce platforms.
- Analytical skills for performance and sales data.
- Problem-solving abilities.
- Sales strategy development and implementation.
- Adaptability to industry trends and updates.
- Knowledge of automobile spare parts.
- Degree/Diploma in Business Administration, Management, Sales, Marketing, or related field preferred.

Additional Requirements:

- Availability for flexible hours, including evenings, weekends, and holidays.
- Strong organizational skills.
- Commitment to ongoing professional development.

**Job Types**: Full-time, Permanent

Pay: $24.00-$28.00 per hour

Expected hours: 38 - 44 per week

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Store discount
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Day shift

**Experience**:

- Team management: 3 years (preferred)
- Call center: 5 years (preferred)

Work Location: In person



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