Contact Centre Performance Leader

2 days ago

Richmond Hill, Ontario, Canada The Travel Corporation (Canada) Full time

POSITION PURPOSE

As a Contact Centre Team Performance Lead, you'll play a key frontline team lead role within our Contact Centre with a strong focus on customer service. You'll support day-to-day operations by guiding and empowering Contact Centre Agents to deliver exceptional service experiences. Whether stepping in on calls during peak times, coaching team members, or handling real-time escalations, you'll be a hands-on leader committed to driving performance, quality, and continuous improvement.

KEY RESULT AREAS & ACTIVITIES PERFORMED

  • Frontline Agent Support: Act as the go-to resource for agents during their shifts responding to product/process questions and providing real-time support.
  • Call Handling: Regularly handle inbound calls and digital contacts to stay close to the customer experience and keep your product/process knowledge sharp.
  • Escalation Pathway: Guide agents on when to escalate complex issues to Team Leaders or Management. Act as a filter and support point, but ensure critical matters are handled by the appropriate leadership level.
  • Coaching & Development: Observe interactions, review agent performance, and provide real-time coaching and feedback to drive individual and team improvement.
  • Data & Performance Monitoring: Analyze team reports and dashboards to identify trends, gaps, and opportunities. Use data to recommend actions, refine support plans, and improve service delivery.
  • Workload Coordination: Support queue and workload balancing across your team during the day, ensuring smooth flow and coverage.
  • Product Knowledge Expert: Stay up to date with systems, policies, promotions, and processes across all brands and regions.
  • Collaboration with Leadership: Share insights with Team Leaders and Contact Centre Management to support larger performance initiatives and team development plans.
  • Customer Experience Champion: Promote consultative service behaviors and a customer-first mindset across the team.
  • Other Duties: Participate in meetings, project work, or ad-hoc support as needed to contribute to the Contact Centre's success.

EXPERIENCE

  • 1+ years previous contact centre experience
  • Comfortable using data and reports to shape decisions
  • Calm under pressure and confident in high-volume service environments
  • An excellent communicator and collaborator
  • Familiar with Contact Centre systems and performance metrics
  • Strong familiar with at least one TTC brand
  • Sound understanding of Tropics and Genesys
  • Familiarity with Salesforce preferred
  • Proficient with computer systems including Microsoft O365

WORK ENVIRONMENT

  • Varying shifts including evenings and weekends and Public Holidays
  • Extended hours during peak times possible

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.

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