Team Lead Call Centre

2 weeks ago

Toronto, Canada Livingston International Full time

**Team Lead Call Centre**

Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other strategic locations in North America, Europe and Asia.

Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry, receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston.

**Job Type**: Full Time

Location: ON Toronto - CN030

**JOB SUMMARY**:
**KEY DUTIES & RESPONSIBILITIES**:

- Assist in the supervision of staff including call monitoring and supporting supervisor in staff performance management.
- Troubleshoot and resolve client inquiries from team members.
- Investigate and resolve client escalations
- Ensure staff adhere to company guidelines, policies, and procedures
- Assist with Service Level Adherence
- Assist Supervisor with training staff in departmental procedures
- Assist Supervisor with reporting and trend analysis
- Performs call centre agent duties for a minimum of 2 hours each shift or as required

**KNOWLEDGE & SKILLS**:

- Strong interpersonal and communication skills (both oral and written).
- Strong knowledge of call center support programs.
- Keyboard skills of 45 to 60 wpm.
- Ability to manage an inbound call centre environment.
- Ability to work independently and as a team member
- Attention to detail
- Ability to prioritize workload
- Ability to reflect a professional Company image
- Decision making skills

**WORK EXPERIENCE - MINIMUM REQUIRED**:

- 1 year of experience**EDUCATION**:

- Required: High School/GED or equivalent**CERTIFICATIONS DESCRIPTION**:
**COMPETENCIES**:

- Business Acumen and Straight Talk- Customer First Focus- Agility- Accountability- Leading and Developing- Inclusion and CollaborationLivingston is proud to be an equal opportunity workplace.

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