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Team Lead
2 weeks ago
**Minimum Clearance Required to Start**:
Not Applicable/None
Company Overview
**Job Description**:
We are looking for a Team Lead to join our Smart Vehicle Solutions team 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 provide excellent customer service in a fast-paced 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.
You will be accountable for:
- Manage multiple tasks and deliverables that come up through the life of a project
- Plan and execute industry outreach campaigns (live and in-person)
- Develop and edit communication materials, presentations, and videos
- Prepare and deliver project progress reports
- Attend and present at client meetings
- Lead a customer centric, motivated, and high performing support team
- Work independently and as part of a team, with changing time constraints.
- Work with mínimal supervision within departmental defined procedures.
- Cultivate a strong team culture, focused on customer-centricity and going above and beyond
- Handle the day-to-day operations and support of a front-line support team 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.
- Accountable for team metrics on a daily/weekly/monthly basis.
- Provide front-line support team with weekly, monthly metrics report/scorecards.
- Collaborate with inter-departmental leads and cross-functional partners (e.g., product, engineering and design) to iterate on internal systems.
- Participate in special projects and perform other duties as required.
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.
The position may require a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief as required by federal, state, provincial or local mandates or customer requirements.
