Call Centre Team Leader

1 week ago


Stittsville, Canada AutoShack.com Full time

**Customer Service/Sales Team Leader**

AutoShack is an Ottawa based E-commerce company with 40+ years’ experience in the automotive industry.

**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 Saturdays

**Compensation**
- Includes a competitive salary and comprehensive benefits package.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- Day shift
- Weekend availability

Ability to commute/relocate:

- Stittsville, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Pass a criminal background check

**Experience**:

- Customer support: 3 years (required)
- Call center: 2 years (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: One location



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