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Reception Team Lead

2 months ago

Regina, Saskatchewan, Canada Brandt Full time
Job Title: Reception Team Leader

Brandt, a leading family business in Regina, is seeking a skilled Reception Team Leader to support our 24/7 call center operations team. As a key member of our customer support team, you will lead the delivery of exceptional product and service support to our customers and dealer locations.

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 a subject matter expert to provide second-level floor support and guidance
Requirements:
  • 2-5 years' previous leadership experience preferred
  • Demonstrated leadership skills with the ability to manage directly and indirectly reporting staff
  • Exceptional organizational and time management skills
  • Careful attention to detail
  • Strong work ethic, combined with a dedication to excellence
  • Accomplished oral and written communication skills
  • Proven experience leading a team to achieve required goals
  • Analytical thinker with strong problem-solving and organizational skills
  • Ability to diagnose skill and knowledge gaps and improve performance through skill development and coaching
  • Previous experience with Heavy Equipment, Truck and Trailer, or Agricultural Equipment would be considered an asset
  • Relevant post-secondary education would be considered an asset

Why Brandt?

Brandt is a growing family business with a strong commitment to customer support and employee development. As a Reception Team Leader, you will have the opportunity to make a meaningful impact on our customers and team members.