Customer Service Team Lead

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**Job Description**:
We are looking for a Customer Service Team Lead to join our Smart Vehicle Solutions Contact Centre located in Markham. Our team has been in place for more than 20 years assisting the public, vehicle owners and operators, and inspection centres across North America. You are responsible to act as the facilitator of the team by ensuring our team provides excellent customer service in a fast-paced Contact Centre environment by helping our customers, and assisting Program delivery partners (e.g., inspection centres) under contract with our various Smart Vehicle Solution projects. You will also be responsible to develop team member effectiveness through leading, coaching, motivation, and mentoring.

Reporting to the Contact Centre Manager, you will be accountable for:

- Lead a customer centric, motivated, and high performing support team
- Cultivate a strong team culture, focused on customer-centricity and going above and beyond
- Handle the day-to-day operations of a front-line support team, through providing supervision including scheduling, leading and mentoring, conflict management, coaching, training, knowledge management and quality reviews of caller interactions.
- Build accountability by setting clear goals and objectives to achieve key individual and team performance metrics.
- Conduct quality coaching or other corrective actions within the team and prepare monthly reports and conduct employee feedback sessions.
- The Team Lead is accountable for team metrics on a daily/weekly/monthly basis.
- Provide assistance to front-line support team for any call escalations and during peak periods and outages.
- Manage the daily survey process and provide feedback to front-line support team.
- Ensure that all new or modified processes and policies are reviewed and implemented by front-line support team.
- Provide front-line support team with weekly, monthly or monthly personal metrics report/scorecards through one-one meeting.
- Attend client meetings as needed/requested by management.
- Empower team to surface issues that help Contact Centre Operations to build better procedures and processes.
- Collaborate with inter-departmental leads and cross-functional partners (e.g., product, engineering and design) to iterate on internal systems.
- Work with mínimal supervision within departmental defined procedures.
- Work independently and as part of a team, with changing time constraints.
- Participate in special projects and perform other duties as required.

Other Responsibilities:

- Back up the Contact Centre Manager if required.
- Attend and monitor the training process for front-line support team.
- Work with Contact Centre Manager to improve the quality of the front-line support team.

Qualifications:

- Minimum 2 (two) year customer service experience, preferably in the Call Centre and/or automotive industry is preferred.
- Minimum 2 (two) year of proven management of personnel, customer service / customer support experience required.
- Fully fluent in English - reading, writing and spoken
- Pleasant telephone manner; excellent written and verbal communication skills.
- Post-secondary degree or diploma preferred.
- Strong PC skills, knowledge of (MS Office Suite e.g., Word, Excel, PowerPoint etc.)
- Strong attention to detail, analytical, problem solving and critical thinking skills, with ability to anticipate concerns or issues, decision making and negotiating skills.
- Demonstrated ability in project coordination and driving change in a complex, matrixed and fast-paced environment.
- Ability to handle challenging situations by exhibiting composure and empathy.
- Ability to effectively manage confidential and/or sensitive information.
- Ability to multitask, quickly adapt to new information and procedures.
- Strong analytical and good mechanical/technical aptitude would be a definite asset.
- Must be willing to work a 40hr/week shift that ranges between Monday to Friday, between the hours of 8.00 AM and 6:00 PM; Saturday and Sunday 9.00 AM and 3:00 PM.
- Must be flexible to work Canadian holidays.
- Must be flexible to work remotely.

**Minimum Clearance Required to Start**:
Not Applicable/None

This position is part of our Critical Infrastructure team.

A full-service engineering and construction firm, we work in diverse, collaborative teams, both within the company and with our partners and customers, to plan, design, build, and modernize infrastructure. We take special pride in projects and solutions that improve communities as well as people’s quality of life by promoting economic