National Operations Support Centre Team Lead

3 weeks ago

Ottawa, Ontario, Canada Ainsworth Full time

Job Description:

This is a challenging and rewarding role for a highly motivated and experienced Team Lead to join our National Operations Support Centre team at Ainsworth. As a Team Lead, you will be responsible for providing daily direction and communication to employees, ensuring customer service calls are answered in a timely and efficient manner.

Key Responsibilities:

  • Provides daily direction and communication to employees to ensure customer service calls are answered in a timely and efficient manner.
  • Steps in and assists when call queues or email queues are busy to ensure our clients SLA's are met in a timely manner.
  • Provides continual evaluation of processes and procedures, suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
  • Provides statistical and performance feedback and coaching on a regular basis to each team member.
  • Writes and administers performance reviews for skill improvement.
  • Is available for employees who experience work and/or personal problems, providing appropriate coaching, counseling, direction, and resolution.
  • Ensures employees have appropriate training and other resources to perform their jobs.
  • Responds to and resolves employee relations issues expressed by team members.
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • Addresses disciplinary and/or performance problems according to company policy.
  • Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
  • Assists the manager with daily operation of the call center, including the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
  • Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
  • Uses appropriate judgment in upward communication regarding department or employee concerns.
  • Works closely with the team, motivating and coaching them.
  • Hosts 1-on-1's and team meetings.
  • Manages day-to-day activities, prioritizes, and makes risk/impact assessments within existing processes and procedures towards achieving SLAs.
  • Ensures training and development plans are maintained for all team members.
  • Uses company methodology, team input, and own initiative to ensure attendance and retention targets are achieved.
  • Manages the fair and consistent application of performance management and disciplinary measures as necessary.
  • Works with the management team to identify and deliver positive change and business efficiencies.
  • Escalates any appropriate problems to senior management.
  • Supports the Manager to highlight operational risks and areas for improvement.
  • Performs other duties as assigned by Management.

Qualifications:

  • Bilingual (Fluent in English & French) would be an asset.
  • Must have the ability to work weekends, if needed.
  • Minimum of 3+ years' experience within a contact center environment as a Team Leader.
  • Must have experience managing a stressful and fast-paced environment.
  • Experience within customer services.
  • Excellent leadership and communication skills.
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to deal with demanding customers and escalations.
  • Has ability to set attainable goals.
  • Clearly assigns responsibility/accountability for work.
  • Develops, coaches, reinforces, and manages operational standards, policies, and procedures.
  • Prioritizes work effectively.
  • Ensures that the plans for the day and/or potential 'challenges to success' are communicated to all members of the team.
  • Monitors and improves team performance, providing leadership, and coaching performance management, including disciplinary action if necessary, with the assistance of the Manager, NOSC.
  • Energetic and motivating individual.
  • Ability to clearly communicate verbally and in written formats.
  • Creative thinking.

Why work at Ainsworth?

Ainsworth is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits, including comprehensive health, dental, and medical benefits, wellness supports, RRSP matching, and generous vacation.

Benefits: Comprehensive health, dental, and medical benefits, including wellness supports, RRSP matching, and generous vacation.

Rewards: Service milestones and peer recognition, plus Employee Discounts and Incentives.

Flexibility: Hybrid working models, where applicable.

Diversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within the company.

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