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Contact Centre Team Lead

2 weeks ago

Guelph, Canada Ontario One Call Full time

**Company Overview**:
Ontario One Call operates an inbound contact centre, which collects information from people planning to dig, to assist in identifying underground infrastructure. You would be truly amazed at what is buried beneath your feet In addition to our contact centre, we are also responsible for public education, industry outreach and compliance. Ontario One Call is a not-for-profit governed by a Board of Directors representative of the underground infrastructure and excavation industries.
**Core Values**:
At Ontario One Call, we are Reliable Experts who Care:

- ReliableWe are dependable and accessible
- ExpertsWe have the mindset to lead innovation
- CaringWe ensure the safety and well-being in our communities

Do you have what it takes to join our team?
**Position Overview**:
Contact Center Team Lead will provide coaching, assistance and guidance to a team of direct reports. The Team Lead will monitor, evaluate, and review scored Contact Center calls for quality assurance purposes and performance measurements. Ontario One Call is looking for those who hold the same passion for damage prevention and public safety as we do. They value quality and are dedicated to growing and supporting their team.
Working with other Team Leads they will assist the Contact Centre Manager with oversight and management of specified contact center functions, assist with the training of staff on systems, procedures, and contact center activities and provide assistance with escalated calls.
This role is based out of our Guelph, Ontario headquarters with the opportunity to work a hybrid model of splitting their time between working from home and the office as per company policy. The shift is Monday to Friday from 3:00pm to 11:00pm.

**Primary Responsibilities**:

- Ensure customer service standards are consistently met
- Provide guidance and coaching to Agents regarding product, processes and procedures
- Manage work schedules and shift requirements through the TeleOpti scheduling software as may be required
- Consistently monitor staff levels and liaise with management regarding any adjustments
- Weekly reviews of quality assurance forms/reports sent by QA for calls handled by Agents
- Provide first level coaching to Agents as may be required. Working with the Director of Operations on escalated issues or challenges
- Consistently monitor and improve quality results; liaise with the Director of Operations to implement changes as required
- Supervise the day-to-day activities of the Contact Centre and assist the Director of Operations as required
- Monitor systems and efficiently report issues or concerns to the appropriate parties
- Ability to continuously develop knowledge of Ontario One Call and all Contact Centre requirements for best training escalation handling results; assisted by the Director of Operations as required
- Must be flexible with hours as schedules could change pending business needs.
- Any other duties as assigned

**Qualifications**:

- Excellent customer service skills
- Proven skills in time and priority management, communication and interpersonal relations, analytical thinking and problem solving, leadership and management, coaching and motivational skills
- Intermediate skills with Microsoft Office Suite, the desire and ability to learn new software
- Ability to work as part of a team
- Positive attitude
- Able to work well under pressure and adapt to rapid change

**Education/Experience**:

- Minimum 2 years experience providing excellent customer service
- Minimum 2 years experience within a Contact Centre Environment
- Minimum 2 years experience in a supervisory role
- Post-secondary education and/or industry experience are assets
- Fluency in both official languages is an asset, but not required

**Rewards**:

- Salary of $55,000 - $58,000/annum dependent on qualifications and experience
- 10 paid personal emergency leave days per year
- 3 weeks’ vacation per year
- Eligible to participate in bonus program
- Extensive health, dental and life insurance benefits
- Highly engaged workforce and excellent workplace culture
- Diverse and inclusive environment
- Collaborative team
- New, clean and bright facility

**COVID-19 Safety Precautions**:
Ontario One Call has a safety plan in place to protect employees working in the office. Employees are not required to serve the public face-to-face, they perform their duties over the phone or via the internet. Once an employee successfully completes the training and the probationary period they may earn the option to transfer to a hybrid model of working part time in the office and part time from home.
**Technical Requirements**:

- High speed internet connection delivered via Fibre, Cable or DSL
- Computer that meets the following specifications:

- Windows 10 (all updates applied)
- Minimum Intel i3 o Minimum 4GB RAM
- Minimum 512 MB disk space free
- Computer connected to internet via Ethernet cable (WIFI connections are NOT supported) o Antiviru