Call Centre Representative Team Leader

3 weeks ago

Stittsville, Canada AutoShack.com Full time

**Customer Service/Sales Team Leader**

**Responsibilities**:
1. Supervise and manage a team of contact center agents, providing coaching, support, and guidance to ensure excellent customer service and support.

2. Monitor and evaluate agents' performance, providing regular feedback and conducting performance reviews.

3. Develop and implement strategies to improve the overall efficiency and effectiveness of the contact center.

4. Ensure that agents are adhering to company policies and procedures, as well as maintaining compliance with all relevant regulations and legislation.

5. Handle escalated customer issues and provide resolution, as needed.

6. Coordinate with other departments to ensure seamless communication and collaboration.

7. Participate in the recruitment, onboarding, and training of new contact center agents.

8. Prepare and analyze reports on team performance and customer satisfaction.

9. Contribute to a positive and inclusive work environment that fosters teamwork, motivation, and employee engagement.

Qualifications:
1. A minimum of 3 years of experience in a contact center, with at least 1 year in a leadership role.

2. Strong communication and interpersonal skills, with the ability to effectively lead and motivate a diverse team.

3. Proven experience in performance management, coaching, and employee development.

4. Excellent problem-solving and decision-making skills, with the ability to handle complex customer issues.

5. Knowledge of contact center systems and technology, as well as best practices in customer service and support.

6. Highly organized and detail-oriented, with the ability to multitask and prioritize effectively.

7. Proficiency in Microsoft Office Suite and contact center software.

8. Bachelor's degree in business, communications, or a related field is preferred.

AutoShack offers competitive salary and benefits packages, as well as opportunities for professional growth and development. If you are a dedicated and driven individual who is ready to take your career to the next level, we encourage you to apply.

**Salary**: $22.00-$26.00 per hour

**Benefits**:

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

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Weekend availability

Ability to commute/relocate:

- Stittsville, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Pass a criminal background check

**Experience**:

- Customer support: 3 years (required)
- Call center: 2 years (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

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