• Location:
  • Salary:
  • Job type:
  • Posted:
    1 week ago
  • Category:
  • Deadline:
    September 4, 2022
  • Job Level:


Our client is looking for a  Team Leader who  will be responsible for supervising, managing and motivating team members .

What You Will Do

Operations Management and Continuous Improvement:

  • Coach and develop employees through continuous one-on-one sessions i.e. daily, weekly and monthly
  • Effective resource planning by managing work attendance and leave
  • Ensure all contact channel services levels are met
  • Set key performance indicators for agents and review agent performance according to KPIs in conjunction with Operations head
  • Anticipate escalations and take over requests when needed
  • Conduct root cause analysis on all detractors
  • Ensure escalations processes are maintained and implementation of new processes with team buy in
  • Assign and monitor the productivity and quality of interactions performed by the team
  • Ensure all work delivered to clients are conducted with a high level of integrity
  • Drive all day-to-day operational activities through to successful completion
  • Ensure all team members are responding to customer concerns in a timely and efficient manner
  • Monitor behaviors and skills of team to ensure they are professional, friendly, confident, and capable with all aspects of interaction handling
  • Review and update productivity tools to monitor real-time and long-term performance, and to identify areas of improvement

People and Performance Management

  • Manage the development, performance, capability and capacity of the employees
  • Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR, AHT, QA)
  • Enhance staff morale & motivation through reward & recognition
  • Determine training needs and identify coaching opportunities to develop knowledge, skills and behaviors in the team.
  • Mentor new hires.
  • Demonstrate knowledge, passion, and a creative aptitude to consistently achieve and exceed targets
  • Offer guidance and support to all team members to minimize unnecessary absenteeism.
  • Ensure the team members are properly supported and informed of needed information to best conduct day-to-day tasks as well as special projects
  • Apply corrective action where necessary
  • Quality management/improvement through call evaluations for each employee on a weekly basis

Customer Experience Management

    • Perform quality assurance of current/completed requests with feedback provided to staff via a documented 1 on 1 session
    • Drive quality factors & key protocols
    • Territorial knowledge expertise and guidance
    • Address escalated calls promptly and professionally in a manner that resolves the
      customer concern without burdening the business
    • Maintain strong relationships internally and externally

Minimum Requirements

  • Grade 12 (HSC)
  • Must be bilingual: English + French in both verbal and written form
  • Previous Inbound contact center experience or,
  • Previous Team Leader/Supervisory experience in a service environment
  • Previous international contact center experience will be advantageous
  • Tech savvy and embraces technology to be more efficient
  • Stellar written and verbal communication skills
  • Fully computer literate in all Microsoft packages (Word, Excel, Outlook and Internet)
  • Availability to work shifts (International Call Centre)