Team Leader, Contact Centre services
Description
If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth (a GDI company) team today!
Position Summary:
This position reports to the Supervisor, National Operations Support Centre (NOSC). The team leader, NOSC is responsible for providing quality and efficient customer service to customers through the daily management of a team of Customer Service Representatives (CER’s) to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the Supervisor with development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs. The Team Leader will be a hands-on leader and will ensure that correct procedures are followed and routinely give directions to CER’s on what to do and how to improve. As well you will be responsible to assist with daily operations and work on emails/phone calls as needed. A team leader will be responsible for recruiting, interviewing, and when CER’s are hired that they are fully up to speed on their duties and expectations are on a daily basis.
Responsibilities:
- Provides daily direction and communication to employees so that customer service calls/emails are handled in an efficient and knowledgeable manner.
- Hosts 1-on-1’s and team meetings.
- Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Provides statistical and performance feedback and coaching on a regular basis to each team member through quality assurance management
- Writes and administers performance reviews for skill improvement.
- Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
- Ensures employees have appropriate training and other resources to perform their jobs.
- Responds to and resolves employee relations issues expressed by team members.
- Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
- Addresses disciplinary and/or performance problems according to company policy.
- Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
- Works as a member/leader of special or ongoing projects that are important to area/process improvement.
- Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
- Uses appropriate judgment in upward communication regarding department or employee concerns.
- Manage day-to-day activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Ensure training and development plans are maintained for all team members
- Work with the management team to identify and deliver positive change and business efficiencies.
- Perform other duties as assigned by Management.
Qualifications:
- Minimum of 2+ years’ experience within a contact centre environment as a Team Leader
- Must have experience managing a stressful and fast paced environment
- Experience within customer services
- Excellent leadership and communication skills
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- Ability to deal with demanding customers and escalations
- Has ability to set attainable goals
- Clearly assigns responsibility/accountability for work
- Develop, coach, reinforce and manage operational standards, policies and procedures
- Prioritizes work effectively.
- Must have the ability to multitask and teach team members to do the same.
- Ensures that the plans for the day and/or potential “challenges to success” are communicated to all members of the team.
- Energetic and motivating individual
- Ability to clearly communicate verbally and in written formats.
- Creative thinking
- Bilingualism is an asset
Availability:
Our Call Centre is a 24/7/365-day operation. We will be looking for someone who has the ability to work day time or afternoon shifts and from time to time weekend shifts.
Why work at Ainsworth (a GDI company)?
Ainsworth (a GDI company) is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:
Benefits: Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation
Rewards: Service milestones and peer recognition plus Employee Discounts and Incentives
Flexibility: Hybrid working models, where applicable
Diversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company
While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.
Ainsworth (a GDI company) is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.
Ainsworth (a GDI company) is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference.
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