Call Centre Team Lead

2 months ago


Regina, Saskatchewan, Canada Brandt Full time
Job Title: Call Centre Supervisor

To support our continued growth, Brandt is seeking a Call Centre Supervisor to provide leadership to our 24/7 contact centre operations team and deliver exceptional service support to our customers and dealer locations.

This is a great opportunity for someone with previous management experience in a call centre environment looking to leverage their skills, experiences, and passion for employees and customers to become part of a stable and growing company.

Brandt is a family-owned business based in Regina with over 5,000 employees. We design and manufacture equipment, as well as distribute iconic brands like John Deere & Peterbilt. In all cases, exceptional customer support and deep customer understanding are critical.

Key Responsibilities:
  • Provide leadership to a team of 5-10 people in a 24/7 contact centre environment
  • Deliver skill development coaching to improve performance, productivity, sales, and customer experience
  • Measure, monitor, and diagnose performance gaps to deliver on enterprise performance goals
  • Coordinate and prioritize training and development opportunities to improve the knowledge and capabilities of the team
  • Collaborate with partners to achieve hiring plan and scheduling requirements to meet service level goals
  • Manage risk and adherence to all internal procedures and policies
  • Facilitate ongoing career development and growth opportunities
  • Deliver KPIs and performance reviews
  • Resolve customer and branch complaints and escalations as needed
Requirements:
  • Exceptional organizational and time management skills
  • Strong work ethic, combined with a dedication to excellence
  • Accomplished oral and written communication skills
  • Ability to diagnose skill and knowledge gaps and improve performance through skill development and coaching

#LI-onsite


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