Customer Care Mentor
5 days ago
**Job Overview:**
Atlantic Lottery is seeking a highly skilled and experienced Team Leader to join our Customer Care team. In this role, you will be responsible for mentoring and coaching a team of customer service representatives to deliver exceptional service to our customers.
Key Responsibilities:
- Provide quality monitoring and evaluation of contact handling performance trends.
- Deliver regular coaching and developmental training sessions to CSRs.
- Maintain and ensure adherence to procedural documentation.
- Act as a Subject Matter Expert (SME) for projects and provide technical guidance and support for complex issues.
- Participate in on-call rotation as required.
Requirements:
- Diploma and/or degree in Business or relevant experience.
- 5 to 7 years of experience within a contact centre.
- Ability to provide specific, tailored feedback to inspire and guide CSRs.
- Tactful handling of sensitive situations and ensuring confidentiality.
- Strong multi-tasking, problem-solving, and prioritization skills.
Benefits:
- Extended health coverage that includes medical, dental, and vision.
- Basic life insurance and disability.
- Defined Benefit Pension Plan.
- Three weeks of vacation annually (pro-rated) and 13 paid statutory holidays.
- Wealth wellness programs focused on physical and nutritional health (and more).
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