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Team Leader

3 weeks ago

Toronto, Canada Collectcents Inc. Full time

Team Leaders are responsible for mentoring, motivating, coaching, and leading a team of customer service professionals. This individual will ensure member satisfaction for all our clients while assisting to establish top practices and maintaining quality control. The Team Leader participates as a key team player by supporting operations as needed. Duties include, but are not limited to: audits, file transfers, floor support, call coaching, mentoring, and other tasks.

We have a permanent **full-time opportunity** and the schedule we are currently hiring for is 5 days a week with a rotational schedule between the operating hours of
- Monday to Sunday (5 days per week) between 8am to 10pm ET

**Responsibilities**:

- Manage a team of approximately 15 - 20 customer service professionals
- Ensures 100% of customer service professionals meet and or exceeds their overall collections performance, customer satisfaction and experience, quality, and productivity standards
- Provide consistent, balanced, and timely performance feedback on customer service performance
- Ensure a positive work environment, continuous learning, and a high-quality employment experience for your team
- Ensure that the plans for the day and / or potential “challenges to success” are communicated to all members of the team
- Develop, coach, reinforce and manage operational standards, policies, procedures
- Construct compelling developmental plans and executes them
- Monitor and improve team performance, providing leadership, and coaching and performance management, including disciplinary action if necessary
- Provide leadership and manages to all operational standards
- Along with fellow Team Leaders, meet and exceed all department goals
- Day to day customer escalations management
- Effectively communicate and manage change in operating procedures and processes to ensure staff understanding, retention and appropriate execution

**Qualifications**:

- 1+ year demonstrated leadership experience is an asset
- 2+ years of business experience in call centre or like environment is an asset
- **Strong understanding of Enercare policies and procedures**:

- Must have experience managing a stressful and fast paced environment
- Must possess demonstrated coaching/developmental skills
- Communicates clearly in verbal and written formats
- Has ability to drive team results through coaching/developing/mentoring
- Clearly assigns responsibility/accountability for work
- Proven ability to set attainable goals
- Demonstrated ability to work effectively

**Perks**:

- Hybrid work arrangement (Three days per week on-site at our Toronto office, located at 255 Consumers Road, Suite 400, Toronto, ON M2J 1R4)
- Health Care Spending Account or Medical and Dental Insurance Plan
- Engaging work culture with leadership development opportunities
- Discount programs such as Perkopolis and Exclusive Ontario Insurance Plans (Home/Auto)
- Career advancement opportunities

**Here's what's great about us...**

**You'll make an impact.** We're not afraid to give you an opportunity to be successful and make a difference immediately.

**We've got big plans, but we're a small team.** At SinglePoint, you won't get lost in the crowd. You'll work along side department leaders and interact with C-level executives daily.

**We have fun.** Anyone can offer a casual work environment, flexible hours, and benefits. We offer that and a place where everyone is as passionate as you.

**We're passionate about what we do.** SinglePoint employees understand our clients because they are why we exist. We have a personal commitment to providing the best possible results and service.

**We understand that there is no spoon.** We encourage and support each other in creating new ideas and opportunities by paying attention to the world out there, using our imagination, experimenting, and learning from success and failure.

**We value irreverence.** We want you to be yourself, speak your mind, lead by example, and know that nothing here is above question.

**There is value in what we do.** We're the experts, and we provide a critical service to clients across North America.

Thank you for expressing interest in the internal position. To be considered for this role, you must submit your updated resume via our internal careers page.

**Grow and develop with a winning team today**
- We are an equal opportunity employer_**_._**_ Accommodations are available upon request at any point in the selection process._