Team Manager, Customer Service (12 Month Contract)

Team Manager, Customer Service (12 Month Contract)

The Team Manager, Customer Service provides proactive leadership in a fast-paced call center environment. The position requires the ability to lead the team in achieving key performance indicators while having targets to meet personally as well. The individual serves as a coach and mentor for direct reports with a "lead by example" approach in hitting targets and holding themselves and their teams accountable for World Class performance. The position includes engagement in hiring, training, coaching, other administrative activities and requires effective interpersonal and oral/written communication skills. This individual develops and maintains systems and processes and is a liaison between department and management. It is also critical that the Team Manager develops and maintains a positive work environment and culture.

Duties and Responsibilities:

• Ensure customer Service standards, SLA's and production objectives are met through coaching, mentoring and the day-to-day development and recognition of assigned team members.
• Conduct regular team meetings to review personal strengths and weaknesses and assist team members with their career path options.
• Review employee metrics to ensure call centre job standard objectives are achieved including but not limited to Quality, First Call Resolution, Customer Satisfaction, productivity per hour standards and call handling KPI's.
• Assist the Manager, Customer Operations with employee performance management (i.e., attendance, and payroll administration, departmental goals and objectives, team performance, performance management including, investigations, discipline and recruitment and staff development) and liaise with Human Resources.
• Prepare and analyze production reports such as coaching logs, monthly/quarterly reviews, call quality & training evaluations and ensure they are coached back in a timely manner.
• Responsible for resolving customer service escalations and ensuring customer satisfaction is achieved.
• Review team financial adjustments and ensure corporate policy is adhered.
• Responsible for the knowledge transfer of new and existing policy & procedures.
• Facilitate training and or departmental cross-training, share best practices and general communications to team.
• Monitor and review audited financial adjustments to ensure corporate policy is adhere to accurately and in a timely manner.
• Attend regular leadership meetings, professional training, and seminars.
• Work with the workforce group and management to ensure department standards, objectives, process improvement and system issues are addressed.
• Lead and participate in key projects and initiatives that drive business priorities forward (eg. employee engagement, career development, performance, etc)
• Other duties as assigned.

Qualifications:

• 2- 3 years supervisory experience required in an inbound call centre or customer service environment.
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.) and experience with CRM.
• Completion of post-secondary education or equivalent work experience.
• Customer Service focused.
• Strong ability to coach, motivate and recognize staff on their achievements.
• Demonstrated leadership qualities, organization, time management, sound judgment and decision-making skills and a team player.
• Demonstrated ability to collaborate, listen, identify, evaluate, and take initiative consistently.
• Ability to excel in a fast-paced on -site environment, meticulous attention to detail, able work under pressure in a structured environment and meet tight deadlines.
• Ability to identify training requirements or process improvements and make recommendations for development to customer service management.
• French Bilingualism an asset.

We are actively seeking to fill this role as it is a current vacancy.