Team Lead, Inbound Contact Centre

Company Profile Home Capital Group Inc., together with its operating subsidiary Home Trust Company, has developed a track record of success as Canada’s leading alternative lender, employing nearly 800 people in our Toronto headquarters and branches across the country. Building on the demonstrated strength of our core residential and commercial mortgage lending business, the Company and its affiliates also offer complementary lending services and competitive deposit investment products. Our culture has been shaped by the passion and integrity of our people. Home Trust is a wholly-owned subsidiary of Home Capital Group, trading on the TSX under the symbol HCG. Position Responsibilities Coaching & Development (40%) Train, coach and develop all the FSAs, with particular attention to new hires as the transition through the “learning curve” Conduct remote/Side-by-Side call monitoring with all the FSAs Monitor calls to ensure that FSAs capitalize on all retention and an new business generation (credit limit increases, Mortgage Life Insurance) opportunities Facilitate weekly coaching and feedback sessions with the FSAs to review individual quality and productivity results against FSA performance objectives, metrics and benchmarks Supervise and support the training and development of new hires Customer Focus& Service Excellence (35%) Execute a consistent quality monitoring and compliance program (i.e. personal accountability and first contact resolution (FCR)) to ensure that the FSAs provide the “best-in-class” servicing Monitor and identify successes and opportunities as per the Call Centre’s quality monitoring guidelines (i.e. soft skills and compliance) Business Leadership 25% Manage actively the Customer Contact Management Tool (i.e. inbound call status) and the daily work schedule to ensure that the inbound Call Centre meets the Service Levels objectives for all the inbound servicing queues: 80/20 (80% of calls answered with 20 seconds) with a < 5% abandonment rate Provide first level escalation support for the Call Centre (i.e., Visa and Mortgages etc) Complete Visa and Mortgage financial adjustments (i.e., waiving fees etc) Collaborate with key internal business partners (i.e. Direct Client Services (DCS), Renewals, VISA Operations etc.) to resolve servicing related issues Formal Education Post secondary degree or diploma required (University degree preferred) in Business or equivalent Certification(s)/Designation(s) preferred in related area Related Experience 2 years inbound call centre supervisory experience Working knowledge of mortgages and/or credit cards Outbound call centre experience an asset **Skills**:Problem solving - exceptional Accountable/ accepting responsibility Customer service focused Questioning/ curious/ information gathering Collaborating Multi-tasking in fast paced, deadline driven environment Team building Time management, highly organized Reliable/dependable Communication (verbal and written) - excellent Diplomacy Coaching and mentoring Leadership and people management Sales/business development Results-focused/driven MS Office - proficient Position Complexities Bilingualism an asset Able to work flexible hours as required to service markets Acknowledgement All employees of Home Capital Group Inc. must comply with all applicable Home Capital Group Inc, Home Trust Company, and specific Line of Business policies, standards, guidelines and controls. Additionally, all employees are obligated to become familiar with Home’s risk management framework and understand the operational risk management requirements within their specific business. Employees are also expected to understand and comply with the Company’s Code of Business Conduct & Ethics Policy at all times and escalate any issues or concerns through various reporting channels (i.e. Ombudsman, Compliance Hotline, Whistleblower Policy, etc).