Team Leader

**Join our CP360 Family, today**

**Who We Are**:
Welcome to ContactPoint 360, the world’s fastest-growing global BPO. At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines. Our achievements are grounded in an award-winning culture that fosters innovation and empowers every teammember, earning us global recognition as a certified Great Place to Work.

At ContactPoint 360 Inc., we deeply understand the meaning of family and values. As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace. Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

**Our Purpose**:
Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

**Job Summary**:
**Supervisory Responsibilities**:

- Direct supervisory responsibilities of employees.

**Duties/Responsibilities**:

- Manages, oversee and mentors a team of call center agents.
- Motivates, supports and develops agents through two-way feedback and communication.
- Measures KPI’s like inbound calls, call waiting, and call abandonment.
- Improves quality of results through regular coaching and development.
- Provides product/service information by answering questions and offering assistance.
- Keep track of employee attendance, and make sure work procedures are complied with.
- Assist in hiring and onboarding new employees.
- Prepares performance reports as needed.
- Creates targets and goals for improvement.
- Identify and address performance accordingly through coaching and/or disciplinary action as necessary.
- Clearly communicate instructions to team members.
- Manage the daily flow of operations.
- Track and report team's progress to others, including senior leadership.
- Periodically listen to calls.
- Respond promptly to all supervisor calls.

text messages or chat.
- Comply with all the objectives and goals of the team / personnel in charge of the assigned campaign.
- Deliver any other request requested by your direct supervisor and/or other members of management.
- Punctuality and attendance is essential in this role.
- Performs other related duties as assigned.

**Required Skills/Abilities**
- Able and willing to work shifting schedules, including weekends.
- Exceptional interpersonal skills with a demonstrated ability to resolve customer concerns, display

empathy, patience, and active listening when interacting with customers.

HR.VPOPS 12.4.23
- Advocate for customers and effectively communicate their suggestions, issues, and feedback to the

appropriate departments within the organization.
- Ability to collaborate and work effectively within a team environment.
- Tech savvy with knowledge of relevant computer programs and telephone equipment.
- Ability to remain calm and respectful under pressure.
- Proficiency with the English language.
- Strong verbal and written communication skills.
- Organizational skills and attention to detail.
- Familiarity with quality assurance and data analysis.
- Strong leadership skills.
- Strong analytical and problem-solving skills.

**Education and Experience**:

- A minimum of six (6) months' experience in a supervisory role, coaching, training, and motivating

employees is required.
- Campaign (Client) training must have been successfully completed and working in production required.

**Physical Requirements**:

- Sitting and standing.
- Working on a computer for a prolonged period of time.

Join us in our mission to create exceptional customer experiences and become a part of our innovative and supportive team at ContactPoint 360 Inc.