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Call Centre Team Lead

2 months ago


Regina, Saskatchewan, Canada Brandt Full time
About the Role

We are seeking a highly skilled and experienced Call Centre Supervisor to join our team at Brandt. As a key member of our customer support team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service and support.

Key Responsibilities
  • Team Leadership: Provide guidance and support to a team of customer service representatives, ensuring that they have the skills and knowledge needed to deliver excellent customer service.
  • Performance Management: Monitor and evaluate the performance of team members, providing coaching and development opportunities to improve their skills and knowledge.
  • Customer Service: Ensure that all customer interactions are handled in a professional and courteous manner, resolving issues and concerns in a timely and effective way.
  • Process Improvement: Identify areas for improvement in our customer service processes and implement changes to enhance the customer experience.
  • Training and Development: Develop and deliver training programs to enhance the skills and knowledge of team members, ensuring that they have the skills needed to deliver exceptional customer service.
Requirements
  • Leadership Experience: 2-5 years of experience in a leadership role, preferably in a customer service or contact centre environment.
  • Customer Service Skills: Excellent customer service skills, with the ability to handle complex customer issues and concerns.
  • Communication Skills: Strong communication and interpersonal skills, with the ability to work effectively with team members, customers, and other stakeholders.
  • Organizational Skills: Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.