Customer Care Centre Team Lead

**Team Lead, Customer Care Centre**

Girl Guides of Canada -Guides du Canada (GGC-GduC) is all about empowering girls to unleash their potential and take hold of every opportunity that comes their way. Now imagine being part of the staff team that helps make that happen.

This a chance to join an organization where your work matters - where you’ll help drive our Vision of creating a better world, by girls.

As part of our staff team, you’ll be joining a group of talented, forward-thinking colleagues in work that’s integral to the operations of our organization. You’ll have the chance to explore meaningful opportunities and think in fresh and expansive ways - all in a work environment that promotes collaboration and the kind of balance that supports our employees’ personal growth.

GGC is actively searching for a **Customer Care Centre Team Lead.**

**About this Opportunity**

The **CCC Team Lead** will manage and lead GGC’s customer care function with the goal of providing exceptional customer service for members, potential members, families, and the public. This includes providing great team leadership, ensuring the team is following established best practices and providing excellent customer service; developing and refining policies and procedures; and identifying issues and trends, all with the focus on customer satisfaction.

The **CCC Team Lead** will:

- Manage and lead a remote team of approximately seven customer care representatives in locations across the country.
- Structure and implement GGC’s care center protocols, processes, and strategy ensuring excellent customer service, efficient queue management, appropriate trend tracking, escalation, and reporting.
- Build strong partnerships with other departments to identify priorities necessary to support the current and planned activities for customer support; including, maintaining the knowledge base and how best to support different business units in their customer service needs.
- Keep a pulse on inquiries and proactively recognize issues and trends and identifies opportunities for improvement to processes, scripting, and best practices.
- Create a culture of customer first service delivery by developing customer care standard operating procedures, documenting best practices, and providing ongoing training/coaching.
- Build and maintain strong relationships with senior volunteers, communicating with them regularly and ensuring they are included in issues related to their role.
- Address and resolve sensitive customer issues by providing procedural support to team or by handling directly, escalating to senior management where necessary.
- Identify and articulate what resources (people, technology, tools, etc.) are required to meet stated objectives.
- Represent the Customer Care Centre team as required at departmental and inter departmental meetings or on projects to ensure customer and care center interests are represented.
- Manage the production and distribution of status reports and monthly metrics to key stakeholders.

**Staff Support**
- Provide day to day team management and leadership to all care center representatives, ensuring team is adhering to agreed best practices, meeting objectives, and delivering excellent customer service.
- Provide strong dynamic leadership that mentors, develops and guides team members.
- Identify and coordinate ongoing team training and development requirements, including delivery of training.
- Maintain up-to-date knowledge of projects, initiatives and processes GGC-wide that affect the

Customer Care Centre Team and provides relevant updates to direct reports.
- Proven experience managing a customer care centre.
- Enthusiasm about providing exceptional customer service and creating a culture of customer focused service delivery.
- Experience in designing and implementing strong customer care processes and systems.
- A high degree of resourcefulness and responsibility to quickly familiarize yourself with new tasks.
- Initiative to deal with situations and issues proactively and persistently.
- A focus on achieving high quality results consistent with GGC’s standards.
- Experience in people leadership and coaching.
- Comfort with ambiguity and working in a fluid, fast-paced environment.
- Excellent verbal and written communication skills combined with strong interpersonal skills, relationship building skills, resourcefulness, critical thinking, and attention to detail.
- An aptitude to work in a nurturing environment, with an emphasis on supporting the needs of the girls participating in the programs.

**Assets**:

- Knowledge of/experience with Guiding.
- Worked in the not-for-profit sector, additional asset if in a youth-serving organization or an organization focused on gender equality.
- Management experience in a non-profit or volunteer environment.
- Experience providing friendly and caring customer care.
- French language skills/fluency (and any other language spoken in Canada).

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