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Contact center Team Lead (Position 01)

Montreal, Canada

Job Description:

  • Work closely with QA reviewing call evaluations and providing ongoing associate coaching and counseling ensuring KPI’s and customer service meets the client expectations.
  • Work closely with QA reviewing call evaluations and provide ongoing QA feedback, contesting call evaluations that may be questionable.
  • Work with the direct Supervisor and Manager for daily, weekly and monthly reports with key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.
  • Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.
  • Works with TAC to ensure computers are in operating order.
  • Stay informed of all new process changes and ensure that agents are properly trained to handle questions about any of them.
  • Support the new hires on product knowledge, internal tools and other call taking processes.
  • Assist in administering team attendance records, staffing schedules and forecasts.
  • Build and maintain a positive working environment that attracts and retains high- quality staff.
  • Analyze call /ticket trends and reasons why customers contact us, etc and drive a continuous improvement philosophy within the contact center.
  • Work closely with management to achieve team and departmental goals.
  • Assists in developing plans to ensure goals and standards are met or exceeded.
  • Handle escalated calls and provide excellent consumer experience.
  • Function as Client Services Representative when needed.
  • Function as the supervisor on Duty when needed.
  • Resolve operational and interdepartmental problems quickly. Coordinate with support deptt. For successful delivery of assigned tasks.
  • Assists in interviewing.
  • Any other task assigned by the management.

We are looking for:

  • Minimum Education: Minimum High School, Preferably College Graduate
  • Required Experience: 3 + years relevant experience, preferably in a call center or client services operations.

Skills:

  • Skilled at promoting a cohesive team environment. Ability to work both independently and as part of an effective team.
  • Flexibility to accept frequent schedule and project priority change, as business needs require.
  • Demonstrates self-confidence and capable of building credibility among peers and senior management.
  • Ability to identify issues and recommend strategies and plans for resolution.
  • Good interpersonal, written, and oral communication skills.
  • Effective coaching and development skills.
  • Effective conflict management skills.
  • Ability to develop and maintain relationships.
  • Ability to utilize effective time management skills to meet deadlines and balance multiple priorities.
  • Strong consensus building skills.
  • Good understanding of call center structure, support functions, day to day operations and deliverables.
  • Hands on experience with basic reporting and web tools.
  • Knowledge of electronic payments and prepaid cards preferred.
  • Familiar with the use of business applications for routine operations.
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