Team Leader

3 weeks ago

Montréal, Canada Voxdata Full time

We have been a quality-driven customer contact center in business for over 20 years. VOXDATA is growing rapidly and is looking for good people to join us.

**Do you want to be part of the best? Propel your career in a call center firmly established in Quebec and be part of a winning team with many opportunities for professional growth.**

**Your main responsibilities would include**:

- Creating a dynamic work environment with an emphasis on collaboration, support, fun and team spirit;
- Establishing an appropriate performance objectives to ensure team member and customer satisfaction while maintaining operational excellence and profitability;
- Developing innovative approaches and ideas to continuously review coaching strategies and methods to help agents improve performance;
- Monitoring/documenting employee performance and initiate corrective action plans as needed;
- Analyzing campaign results (service levels, customer satisfaction, absenteeism, etc.) on a daily basis and initiate corrective actions as necessary;
- Identifying, planning and implementing key operational improvements;
- Maintaining current skills as well as knowledge required for quality assurance and coaching needs;
- Attending daily/weekly meetings with the Call Center Manager to discuss new developments and campaign requirements;
- Monitoring the operation of technical equipment and escalate issues to the IT department for correction;
- Completing all campaign related reports daily (shift log, agent time sheets, tally sheets).

**Requirements**:

- Post-secondary education in a related field;
- Two to five years experience in a competitive customer service environment;
- Strong team management experience;
- The ability to lead, train, coach and motivate a team in terms of performance and achievement of objectives;
- Excellent organizational skills, with the ability to manage priorities and respect deadlines;
- Bilingualism in French and English, for speaking and writing.

**Benefits**

**Sounds like you? Here's what we offer**:

- Competitive salary to be discussed according to experience;
- Full time schedule (40 hours/week) - day, evening and weekend shifts;
- Benefits upon hiring: medical, dental, long term illness and life insurance;
- Monthly performance bonus program;
- A professional and dynamic work environment, located in the heart of downtown;
- Dialogue: Virtual medical clinic for you and your family;
- And of course, an incredible team of colleagues

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