Call Center Team Lead

2 weeks ago


Burnaby, British Columbia, Canada OpenRoad Auto Group Full time

Unlock Your Potential in a Dynamic Call Center Environment

At OpenRoad Auto Group, we're seeking a skilled Call Center Team Lead to join our team. As a key member of our Client Contact Center, you'll be responsible for leading a team of call center associates and driving customer satisfaction.

Key Responsibilities:

  • Mentor and train team members to ensure they have the skills and knowledge needed to excel in their roles
  • Conduct regular performance reviews and provide feedback to team members
  • Assist with staffing requirements, including post-interview reviews
  • Contribute to the Customer Support Improvement and Excellence program by identifying areas for improvement
  • Track and maintain compliance with established metrics for agents
  • Complete daily, weekly, and monthly statistics and metrics
  • Develop strong working relationships with cross-functional teams across OpenRoad

Requirements:

  • Professional personal appearance
  • Strong customer service and phone skills
  • Organizational, follow-up, and paper-flow handling skills
  • Quick thinker and learner
  • Positive, flexible, and process-oriented
  • Organized, self-motivated, enthusiastic, and detail-oriented
  • Fluent in Mandarin and English (ideal or preferred)
  • Completed high school education or equivalent work experience
  • Previous call center experience (an asset but not required)

About OpenRoad Auto Group:

We're a leading automotive retail group in Canada, representing 20 brands across 25 locations. We're committed to providing an exceptional customer experience and offer a range of benefits, including discounted vehicle purchasing programs, boot allowances, and employee referral programs.


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