Team Leader (Contact Center) - Winnipeg - Waverley

ABOUT OUR COMPANY
 
24-7 Intouch is one of the most innovative and fastest growing BPO companies in the world. With over 16 years of experience and 12 facilities around the globe, we’re obsessed with providing remarkable contact center solutions to the world’s most innovative brands.
 
ESSENTIAL FUNCTIONS:
 

  • Provides front line direction to Customer Service Representatives (CSRs) ensuring quality service is provided in each interaction
  • Ensures that payroll information is correct, on time, and accurate for their team of CSRs - Assists with other teams when peers are absent or on leave
  • Promotes professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity programs
  • Negotiates, mediates, and arbitrates when required with customers or CSRs in order to resolve issues and meet expectations
  • Conducts advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries
  • Documents and successfully communicates changes, and other information regarding customer accounts to agents to ensure accuracy and quality of service
  • Learns and maintains extensive knowledge of client philosophy, promotions, products and processes to ensure quality customer service

 
CRITICAL SKILLS:
 

  • Completion of post-secondary degree or certificate with a focus on Business Management
  • Must have at least 1-2 years of supervisory, leadership and/or coaching experience
  • Strong leadership, analytical, problem solving and decision making skills
  • Ability to work in a fast-paced, hectic, changing environment
  • Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
  • Ability to work a variety of shifts including days, evenings, and holidays
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • Ability to perform intermediate mathematical functions
  • Ability to type 30 wpm minimum with accuracy            
  • A combination of work experience and education will be considered

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