Call Centre Team Lead

5 days ago

Regina, Saskatchewan, Canada Brandt Full time

To support our continued growth, Brandt is seeking a skilled Call Centre Supervisor to provide leadership to our 24/7 contact centre operations team and deliver exceptional service support to our customers and dealer locations.

This is a great opportunity for an experienced manager to leverage their skills, experience and passion for employees and customers to become part of a stable and growing company.

Brandt is a family business based in Regina with over 5,000 employees. We design and manufacture equipment, as well as distribute iconic brands like John Deere & Peterbilt. In all cases, exceptional customer support and deep customer understanding are critical.

Key Responsibilities:

  • Provide leadership to a team of 5-10 people in a 24/7 contact centre environment
  • Deliver 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
  • 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
  • Facilitate ongoing career development and growth opportunities
  • Deliver KPIs and performance reviews
  • Resolve customer and branch complaints and escalations as needed

Requirements:

  • Exceptional organisational and time management skills
  • Strong work ethic, combined with a dedication to excellence
  • Accomplished oral and written communication skills
  • Ability to diagnose skill and knowledge gaps and improve performance through coaching

Preferred Qualifications:

  • 2-5 years' previous leadership experience
  • Demonstrated leadership skills with the ability to manage directly and indirectly reporting staff
  • Relevant post-secondary education would be considered an asset

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