Large service organisation operating island wide, requires the services of a Team Lead who will be responsible for effectively leading a team of contact centre agents to achieve key performance  metrics, support intermediate and high complexity customer interactions across all lines  of business by offering problem resolution and supporting escalated customer calls.

Reporting to the Call Centre Manager the position has a shared responsibility with the entire leadership team to ensure contacts are answered within the established service levels, and that customer interactions are in line with established quality standards. This individual is the voice of customer on all matters relating to customer contact.

DUTIES AND RESPONSIBILITIES INCLUDE:

• Providing daily direction and communication to team, ensuring that customer service interactions are handled in a timely, efficient using the appropriate knowledge set.
• Taking escalated calls as needed.
• Tracking KPIs and providing statistical and performance feedback and coaching on a regular basis to each team member.
• Administering regular performance reviews.
• Establishing work procedures and processes that support the company standards, procedures and strategic directives.
• Assisting the Training Manager and Quality Analyst by scoring at least three calls per month.
• Participating in the interview process for potential employees.
• Creating an inspiring team environment with an open respectful communication culture.
• Helping with inbound calls during periods of high volume
• Monitoring and proactively reporting any privacy incidents, fraudulent procedural violations and work, as appropriate, with the leadership team to resolve issue and remediate potential for future occurrences.

MINIMUM REQUIREMENTS:

• Bachelor’s Degree in related field is an asset.
• High School Diploma or equivalent required.
• Minimum two (2) years customer service and supervisory experience, preferably in a call centre setting
• Excellent interpersonal skills, ability to read, analyze and interpret documents and effectively present information in meetings.
• Strong attention to detail with the ability to multi-task and prioritize workload within a fast-paced environment.
• Ability to communicate in a clear, constructive, and professional manner
• Ability to be customer-oriented in managing communications and issues
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
• Ability to convey knowledge of products and strategies to team-members
• High computer literacy. Proficient in Word, Excel, Power Point.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to lead, motivate, and gain “followership.”
• Ability to work independently and as a member of a team
• Ability to deal with confidential information appropriately