Team Leader, Call Center

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EmployerCommission for Complaints for Telecom-television Services
Job Description

$45,000 - $50,000 a yearTeam Leader, Customer RelationsJob Type: Full-Time Permanent, with benefitsThe Commission for Complaints for Telecom-television Services (CCTS) is a customer-oriented organization located in downtown Ottawa. The organization’s mandate is to review and resolve consumer and small business telecom and TV complaints after interaction between the complainant and the service provider has failed to produce a satisfactory outcome.The Team Leader – Customer Relations is responsible for leading and supporting a team of customer service representatives and will report to the Manager, Customer Relations and Investigations.Role and ResponsibilitiesAnswers all employee questions related to Customer Service Representatives (CSR) job duties specifically and Call Centre responsibilities generallyMonitor CSR productivity, ensuring achievement of individual productivity targets of team membersConduct monthly quality assessments and yearly performance evaluations; provide effective feedback and coaching and refer employees requiring performance management to the ManagerRespond to customer escalations and calls from service providersMonitor daily workload and service level, distributing resources as required to respond to daily fluctuationsAction and track standard HR-related issues, such as absenteeism, lateness, time off requests. Refer employees with ongoing attendance management issues to the ManagerAssist the Manager and Director – Customer Relations and Investigations with various tasks as may be required from time to time.Qualifications and Education RequirementsMinimum 2 years of experience in a supervisory/management role, preferably in a call center environmentMinimum high school educationCompetencies, skills and attributesProven ability to motivate employees by providing effective coaching, feedback and learning opportunitiesAbility to communicate clearly, both orally and in writingVery well organized, ability to multitask and meet deadlinesStrong analytical skills, attention to detailExcellent customer service skills, including active listening, empathic, diplomacy and tactBilingualism (oral and written) strongly preferredPrevious experience working in a complaint-handling environment preferredPrevious experience working in a call center environment preferredPrevious experience working in, or general knowledge of telecommunications or broadcasting industry an assetThe CCTS is committed to developing an inclusive, barrier-free selection process and work environment. If contacted in relation to a job opportunity or testing, you should advise us in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received in relation to accommodation measures will be addressed confidentially.Job Type: Full-timeSalary: $45,000.00 to $50,000.00 /yearExperience:Supervising: 1 year (Preferred)

LocationOttawa, ON
Date Posted16 Feb 2019
Employer ProfileNot Mentioned
keywordcall-center Team Leader Sales team leader npd Team Management Team Supervision Customer Service team lead sales Team Work Team Leadership team mis team handle Team Learning Team Handling
Experience1-5 years
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