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Customer Experience Team Lead
2 months ago
On Side Restoration is seeking a dedicated Team Leader (TL) to join our dynamic Customer Experience Centre team. This role offers a hybrid remote work arrangement, blending the benefits of both in-office collaboration and remote flexibility.
The Customer Experience Centre plays a vital role in ensuring all customer inquiries are addressed promptly, professionally, and with genuine warmth. As a Team Leader, you'll contribute to this mission by providing guidance, support, and leadership to our Contact Center team.
Your Responsibilities:- Cultivate a positive and engaging team environment that fosters continuous improvement and growth.
- Develop the potential of your team members through regular coaching sessions, performance management, and mentorship.
- Effectively manage employee schedules and adherence to ensure optimal customer service coverage.
- Analyze data trends to identify opportunities for enhancing customer engagement and satisfaction.
- Collaborate with internal and external stakeholders on key initiatives to drive success.
- Champion positive change by identifying areas for improvement and inspiring your team to achieve excellence.
- Fluency in both English and French, encompassing speaking, reading, and writing. This role requires regular interaction with English-speaking clients and colleagues across the country.
- Proven leadership experience with a minimum of 2 years in a managerial or supervisory capacity.
- Exceptional organizational skills with the ability to manage multiple priorities effectively.
- A genuine passion for working with people and assisting them in finding solutions.
- Experience in progressive coaching techniques and performance development.
At On Side Restoration, we are committed to providing a rewarding and fulfilling work experience. We offer:
- Competitive compensation package ranging from $69,000 to $72,000 per year.
- Comprehensive benefits program including excellent health coverage (extended medical, dental, vision), long-term disability (LTD), and life insurance.
- On-the-job training with opportunities for professional development and advancement.
- A supportive and inclusive work environment that values diversity and encourages individual growth.
