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Contact Centre Team Leader
3 weeks ago
**Customer Service/Sales Team Leader**
**Responsibilities**
- Training, and preparing representatives to respond to customers questions and complaints and troubleshoot problems with services or products
- Ensuring representatives understand and comply with all department objectives, performance standards and policies
- Answering representatives’ questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements
- Monitoring and evaluating representative’s performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Preparing reports and analyzing data to assist management as they determine Department goals
- Working with operations team members to support agents and maximize customer satisfaction
- Lead a team of 6 to 12 agents
**Requirements**:
- College or equivalent education in management, is preferred
- 3 years (dedicated or combined); Supervision, Business Development, Sales, Customer Service Supervisory Coaching and Training experience required
- Excellent problem solving, leadership and customer service skills
- Excellent command, written and spoken, of the English Language
- Ability to remain calm and courteous under pressure
- Must be flexible to work a rotating shift schedule including Evenings and Saturdays
**Job Types**: Full-time, Permanent
**Salary**: $21.00-$23.00 per hour
**Benefits**:
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care
Schedule:
- Day shift
