Call Centre Team Lead

7 days ago

Edmonton, Canada Trans Global Full time

Is this job for you?:
Looking for a leadership role where your skills help deliver exceptional customer experiences and open doors to future opportunities across Trans Global Service, The Brick, and LFL Group?

WELCOME HOME

As a Call Centre Team Lead at Trans Global Service (TGS), you’ll coach and support a team of agents to deliver exceptional customer experiences. This is an excellent opportunity for an experienced Call Center Team Lead or Customer Service Supervisor looking to grow into management within TGS, The Brick, or other LFL Group divisions.

About Trans Global Service

Trans Global Service (TGS) is the service organization of LFL Group, Canada’s largest retailer of furniture, appliances, and electronics. LFL Group employs over 10,000 people across Canada and operates iconic brands like The Brick and Leon’s. With more than 300 team members across Canada, TGS provides appliance and furniture repair, installation, and assembly for LFL Group customers, as well as for direct-to-TGS consumers and a wide range of manufacturers and extended warranty providers.

**Responsibilities**:

- Lead and coach a team of call center agents to deliver outstanding customer service
- Handle escalated issues from customers and stores to ensure smooth daily operations.
- Monitor KPIs and provide feedback to agents to improve results.
- Proactively identify service challenges and continuous improvement opportunities. Collaborate with management on process improvements and training.
- Manage service levels and, as needed, provide courteous, prompt, and professional inbound and outbound service to customers over the phone with the goal of resolving customer questions and concerns during the first contact.
- Support off-queue administrative duties as needed

Qualifications:

- Excellent English language communication skills, both verbal and written. Bilingual language skills (French) are a highly preferred asset.
- A minimum 1 year of successful call centre agent or customer service experience. Previous call centre leadership experience is preferred but not required.
- Flexibility to work some Saturday shifts on rotation.
- Previous coaching experience is an asset.
- Demonstrated problem solving skills and adaptability in a dynamic team environment.
- Ability to motivate teams and manage performance metrics.

Proficient with MS Office and call center systems.

Why Transglobal:

- A flexible and comprehensive benefits package, including paid vacation, extended health/medical, dental, vision care, life and disability insurance, RRSP matching, subsidized transit passes and an on-site gym.
- Work-life balance: our call centre is open Monday-Friday 7am - 5pm and Saturdays 7am - 3:30pm. This role is primarily weekday shifts with one Saturday per month on a rotational basis.
- Modern workspace: brand-new office in NW Edmonton with natural light and collaborative spaces.
- Career Growth: TGS opens a multitude of future career opportunities, both inside TGS as well as at The Brick and other LFL Group divisions.
- Employee discounts on TGS services, Brick products and with partner companies such as mobile phones, fitness centres, insurance, hotels, car rentals, auto service and many more.
- Free Parking: on-site parking for your convenience.

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