Team Lead, Customer Contact Centre

Team Lead, or as we like to say, Customer Gladiator

We’re looking for a Team Lead to join our diverse & vibrant team. Rümi is a bright new member of the ATCO family and operates 3 lines of business under the Rümi umbrella: Rümi Home Services, ATCOenergy and Blue Flame Kitchen.

The Rümi Customer Care and Happiness Centre is seeking a Team Lead that will carry out leadership responsibilities including supervising and coaching staff, recruiting, payroll and employee paperwork submissions. We are agile with our approach to change and some of the ways we do this are overseeing training, professional development, establishing objectives, employee relations and day-to-day performance management. You will oversee customer service operations, ensuring the customer service team is professionally addressing the ongoing customer needs in a timely fashion, and is committed to transforming the home services industry with a focus on maximizing home owner happiness.

Our business is growing faster than you can read this posting, and we’re looking for an outstanding Team Lead to help manage one of our fabulous teams within our unique Customer Contact Centre. We’re not building an ordinary contact center. We’re creating an environment that needs a leader who brings energy and thrives in a fast-paced atmosphere. You’ll be fully engaged and busy from the first day and we guarantee there will never be a dull moment.

**On a daily basis, you’ll...**
- Deliver and support operational excellence to ensure our customers, business and people are looked after.
- Be a culture champion by promoting and fostering all elements that drive our corporate culture.
- Monitor and manage Contact Centre performance to ensure quality and service goals are met.
- Manage staff success by creating goals, incorporating competencies, and providing constructive feedback for continuous improvement.
- Manage performance and feedback to all direct reports, addressing issues in a timely manner and providing ongoing development feedback.
- Ensure the timely resolution of customer complaints and maintain a positive customer experience.
- Provide performance measurement using statistical measuring tools and removing obstacles preventing optimal team performance.
- Develop and implement operating policies and procedures and recommend and implement changes designed to improve customer service while monitoring resources and cost implications.
- Define and deliver customer service and operations standards.
- Support the business planning, budgeting, and finance strategies process for the department.
- Lead departmental initiatives and projects as required.
- Provision of on-call coverage for escalation of critical network issues in a 24/7 environment.
- Ensure compliance with regulatory guidelines and standards.
- Communicate and clarify organizational, department and individual objectives and accountabilities to direct reports.

**Who you are**:
**Perfectionist Attitude**
- You are incredibly detail-oriented, which is just what we like
- You’re an excellent communicator - not afraid to start warm conversations with potential service partners.
- Your mission is to keep people happy. You’ll be working with an incredible team to take care of our customers, and you’ll go the extra mile to ensure our service partners provide our customers with an extraordinary customer experience.
- You’re a people person. Seriously - we can’t stress this enough. You’re all about building and maintaining awesome relationships with customers, colleagues, vendors and practically anyone else you meet.

**Empathetic**
- You are a good listener. You give every client (and team member) the upmost respect and undivided attention when they need you.

**Culture Champion**
- You understand the environment we’re building here at Rümi and naturally bring that feel-good vibe with you to the office.

**What you’re great at**:

- You’re a natural leader with the ability to coach others.
- You take pride in your work and know that relationships matter.
- You know how to support and drive a team to excel in their positions.
- You’re a multitasker and can manage the day-to-day operations of our various teams and the Contact Centre.
- Above all, you know how to provide outstanding customer service experience.

**What you have**:

- 5-7 years of experience working in a leadership capacity.
- 3+ years spent in contact center management or hospitality industry.
- Bachelor’s degree in business or related field is preferred.
- Thorough understanding of contact center operations, principles, and metrics
- Experience developing and implementing contact center procedures.
- Familiar with contact center technology, including Automatic Call Distributor (ACD), and other contact center technologies (e.g. scheduling, call recording and monitoring systems).
- High level of proficiency in Microsoft Office Suite with intermediate proficiency in Excel.
- Experience in analyzin