Team Lead, Customer Care

3 weeks ago

Whitby, Canada 360insights Full time

Description

Job DescriptionSummary:The Team Lead, Customer Care supports the Client Care team to improve the efficiency of operations and drive success. Team Leads work together to create an energetic, enjoyable, and productive work environment for the entire support team. The Team Lead exhibits exemplary customer service skills, punctual attendance, high reliability, and serves as an operational leader and mentor in the Centre.Responsibilities: Together with the Manager, Client Care, the Team Lead monitors and manages the Client Care team KPIs: 8x8 - Interactions per hour 8x8 - Answer rate 8x8 - Productive hours 8x8 - Post-processing time 8x8 - Break time 8x8 - Net Promoter Score (NPS) REACH - Interaction quality Client Care Professional Attendance Ensure consistency of service according to specific client SLAs between business hours Maintain and exceed Centre SLAs Support Client Care team performance through daily on-the-floor training Provide escalation support to the Client Care team and Manager, Client Care to resolve calls, and demonstrate exceptional customer service including Client Care Professional coach backs Use extensive team expertise together with client-specific policy and procedure knowledge to foresee potential concerns and identify sustainable solutions Investigate Client Care Professional team for areas of operational improvement and share development solutions with the CCM and team Motivate and support the Client Care Professional team to consistently improve job satisfaction and Client Care Professional attendance and reliability Work all operational hours in 360Insights Headquarters Contact Centre on a rotating basis Skills and Experience: Deep understanding of client service with a strong client-first mentality Proven leader within the Contact Centre Demonstrated reliability and consistency of attendance Well-developed and demonstrated written and verbal communication skills Strong interpersonal skills to resolve situations involving conflict, stress, and/or uncertainty Solution-oriented management style with demonstrated ability to make decisions during times of stress Proven analytical and problem-solving skills Experience facilitating ongoing training and coaching programs to ensure an “Unbelievable Experience” is delivered at each contact with 360insights Experience as a champion for front line employee ideas and input to drive continuous improvement Works well in a team environment, respected by colleagues Proven organizational skills (including task prioritization) Ability to work independently, as required, with minimal supervision Demonstrated ability to mine valuable feedback and provide practical solution options based on that feedback Adaptable and enjoys working with diverse personalities and styles. Bilingual (French) is an asset Intermediate to Expert knowledge of Microsoft Office products (with emphasis on Excel and Word) having strong documentation and presentation skills

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