Lead Hand, Automotive Services Call Centre

**Department: Automotive Services Call Centre**

**Term: Full-Time, Permanent**

**Summary Description**

Under the guidance of Automotive Services Management, the Automotive Services Lead Hand focuses on the provision of dispatch services as required, keeping members updated as to the status of their service calls, answering questions, and offering support to Operators when no on-duty Supervisor is available, and documenting issues and problems to the Automotive Services Management Team.

The Lead Hand will perform these duties when directed to do so by Automotive Services Management or when there is no Automotive Services Supervisor on duty.

This is a unionized position with a current shift of 11:15am to 11:15pm. The schedule requires working alternate weekends and may be changed to support operations.

**2 Week Schedule**
- ** Sun **Mon Tues** Wed Thur **Fri Sat
- Sun **Mon Tues **Wed Thur**_ _**Fri Sat**

**Duties/Responsibilities**

Relay information to fleet drivers, brokers, and contractors by telephone, radio, or digital dispatch.
- Dispatches rescues with a focus on Member safety and Member service.
- Monitor fleet and contractor operations during the shift to ensure that club policies and procedures are maintained.
- Responds to incoming road service requests and/or general club information calls.
- Monitors current ETAs and resources, adjusting as needed.
- Determines exact service requirements and inputs data into Emergency Road Service Programs for use by dispatchers and refers rural calls to contractors.
- As required, contacts Members in the service queue to update them on the arrival of a service vehicle.
- Answers questions and offers support to on-shift Operators as needed.
- Investigates issues in real-time calls, asks questions to staff to understand the situation, and resolve the issue.
- Ensures calls are noted in real-time as required
- Ensures the smooth transition to Xperigo at 11pm, and ensures all calls are cleared from the CAA North and East Ontario queue before logging off.
- Makes exceptions for service, and documents them appropriately, with a focus on Member safety.
- Works with Members to resolve issues and complaints where possible in real-time.
- Shift work as per collective agreement.
- Documents any performance issues, Member issues, technical problems, or any other relevant information to the Automotive Services Management Team to address the next day.

The purpose of the Lead Hand position is to support the Automotive Services department and the Members of CAA North & East Ontario through the provision of dispatch, support of on-shift Operators, and as a problem solver for active calls.

The Lead Hand does not:

- Coach or discipline staff. The Lead Hand may ask questions relevant to an active call and make a quick correction so the error is not repeated. Any issues or problems beyond that will be documented to the Supervisor Team to address appropriately.
- Listen to recorded conversations.
- Approve time off. Lead Hands will document incidents pertaining to attendance to the Automotive Management team to address.
- Perform any Supervisory duties other than the responsibilities listed above.

**Requirements**: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Previous Call Center experience is an asset
- Excellent interpersonal and listening skills
- Ability to work under pressure both individually and as part of a team
- Attention to detail
- Grade 12 or equivalent
- Excellent attendance and punctuality
- Fluency in both official languages is desired

**Compensation**
- Salary: $19.53/hour
- Health & Dental Benefits
- Pension Plan
- 2 Weeks Vacation
- CAA Membership

Successful applicant will be required to join Teamsters Local Union 91

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.