Customer Service Team Lead

**Purpose**

Responsible for leading a customer service team for one of our business units. As the Customer Service Team, you will inspire and lead your team to contribute to the success of your department. This involves providing guidance to your team members through coaching and mentoring.

Assist in developing, leading and supporting staff to achieve maximum results through effective implementation of management strategies.

**Responsibilities**:
**Customer Support**:

- Monitor and maintain a prompt rate of responses to VGW customers.
- Provide support to your department manager in relation to ongoing projects.
- Collaborate with other teams and departments to achieve success and improvements.
- Be able to work remotely to adjust to workplace challenges.

**Team Management**:Staff are our most important asset
- Maintain a high level of CSAT quality and team member productivity.
- Train, coach and mentor all of your team members.
- Implement plans, developed with management, to lift performance to necessary levels and take action to address unsatisfactory performance.
- Assisting in managing the operations of your team through completion of reports and management of staff rosters.
- Monitoring team performance and identifying reasons for variances to target.
- Ensure team and agent engagement along with high levels of workplace enjoyment.
- Provide individual and team growth opportunities.

**Product Awareness**:

- Be knowledgeable across all VGW products and services.
- Be knowledgeable across all interdepartmental functions relevant to player and agent support.

**Qualifications, skills & experience**:

- Minimum of 2-3 years of experience managing a team
- Ability to work and lead a team and just to workplace challenges
- Excellent communication and interpersonal skills.
- Ability to multi-task, prioritise and manage time effectively.
- Familiarity with CRM systems and practices, desirable.
- Ability to work under pressure.
- Ability to develop people through coaching to improve performance.
- The ability to quickly learn and grasp understanding of various CRM's, back office systems and processes
- Understanding of products, systems and processes.

**Personal Competencies**:

- **Communication skills. **Proactively communicates; informs others of what they need to know. Utilises oral and written communication to enhance relationships across the organisation. Capably articulates thoughts and ideas in speaking and listens carefully to others.
- **Teamwork and collaboration. **Makes procedural or process suggestions for achieving team goals or performing team functions; helps to remove obstacles to help the team accomplish its goals.
- **Interpersonal skills.** Demonstrates clear, professional, and respectful communications in all interactions, consistent with an inclusive work environment. Treats others with dignity and respect.
- **Decision making. **Identifies the need for and collects information to better understand issues, problems, and opportunities and creates relevant options for addressing problems/opportunities and achieving desired outcomes.
- **Valuing diversity.** Appreciates and leverages the capabilities, insights, and ideas of all individuals; works effectively with individuals of diverse style, ability, and motivation.
- VGW Canada Inc. is committed to building an equitable, diverse, and inclusive workplace. By learning from each other's differences, we gain strength through our people and our perspectives. VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required. We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted._

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