National Operations Support Centre Team Lead

1 month ago

Ottawa, Ontario, Canada Ainsworth Full time

About the Role

This is an exciting opportunity to join Ainsworth as a Team Lead in our National Operations Support Centre. As a key member of our team, you will be responsible for providing leadership and guidance to a team of Customer Service Representatives, ensuring that they have the skills and knowledge to deliver exceptional customer service.

Key Responsibilities

  • Provide daily direction and communication to employees to ensure customer service calls are answered in a timely and efficient manner.
  • Step in and assist when call queues or email queues are busy to ensure our clients' SLAs are met in a timely manner.
  • Continually evaluate processes and procedures, suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
  • Provide statistical and performance feedback and coaching on a regular basis to each team member.
  • Write and administer performance reviews for skill improvement.
  • Be available for employees who experience work and/or personal problems, providing appropriate coaching, counseling, direction, and resolution.
  • Ensure employees have appropriate training and other resources to perform their jobs.
  • Respond to and resolve employee relations issues expressed by team members.
  • Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
  • Address disciplinary and/or performance problems according to company policy.
  • Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
  • Assist the manager with daily operation of the call centre to include the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.
  • Work as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Share continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
  • Establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
  • Use appropriate judgment in upward communication regarding department or employee concerns.
  • Work closely with the team, motivating and coaching them.
  • Host 1-on-1s and team meetings.
  • Manage day-to-day activities, prioritize, and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
  • Ensure training and development plans are maintained for all team members.
  • Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved.
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary.
  • Work with the management team to identify and deliver positive change and business efficiencies.
  • Escalate any appropriate problems to senior management.
  • Support the Manager to highlight operational risks and areas for improvement.
  • Perform other duties as assigned by Management.

Requirements

  • Bilingual (Fluent in English & French) would be an asset.
  • Must have the ability to work weekends, if needed.
  • Minimum of 3+ years' experience within a contact centre environment as a Team Leader.
  • Must have experience managing a stressful and fast-paced environment.
  • Experience within customer services.
  • Excellent leadership and communication skills.
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to deal with demanding customers and escalations.
  • Has ability to set attainable goals.
  • Clearly assigns responsibility/accountability for work.
  • Develop, coach, reinforce, and manage operational standards, policies, and procedures.
  • Prioritizes work effectively.
  • Ensures that the plans for the day and/or potential 'challenges to success' are communicated to all members of the team.
  • Monitor and improve team performance, providing leadership, and coaching performance management include disciplinary action if necessary, with the assistance of the Manager, NOSC.
  • Energetic and motivating individual.
  • Ability to clearly communicate verbally and in written formats.
  • Creative thinking.

About Ainsworth

Ainsworth is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:

Benefits: Comprehensive health, dental, and medical benefits, including wellness supports, RRSP matching, and generous vacation.

Rewards: Service milestones and peer recognition, plus Employee Discounts and Incentives.

Flexibility: Hybrid working models, where applicable.

Diversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within the company.

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