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Reception Team Leader
2 months ago
Brandt Group of Companies is a leading manufacturer and distributor of equipment, with a strong presence in Regina and a commitment to exceptional customer support. We are seeking a skilled Reception Team Leader to join our 24/7 call center operations team and lead the delivery of outstanding product and service support to our customers and dealer locations.
About the RoleAs a Reception Team Leader, you will be responsible for providing leadership to a team of corporate receptionists within the contact center. Your primary objective will be to ensure seamless communication and exceptional customer experience, while driving team performance and productivity.
Key Responsibilities- Lead the implementation and delivery of the contact center mission and vision
- Provide leadership to a team of 5-10 people in a 24/7 contact center 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
- Champion an employee-centric culture focused on high levels of communication and engagement
- 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
- Continuously review processes and practices and make recommendations to improve operational efficiency and customer experience
- Facilitate team meetings to deliver procedural updates, performance trends, best practice sharing, and employee recognition
- Facilitate ongoing career development and growth opportunities
- Deliver KPIs and performance reviews
- Resolve customer and branch complaints and escalations as needed
- Act as subject matter expert to provide second-level floor support and guidance
We are looking for a highly motivated and experienced leader who can drive results and foster a positive team culture. If you have a passion for customer support and a proven track record of leadership, we encourage you to apply for this exciting opportunity.
