Call Centre Team Leader  

Requisition #

1671135  

Posting Code

ZY:IT - Technology  

Job Location

Canada-Ontario-North York  

Job Stream

Information Technology  

Job Type

Contract, Full-Time  

Contract Duration

12.0  Months  

Number of Positions Open

1  

Start Date of Employment

ASAP  

Posting Date

11-Jun-2012  

Travel Required

Not Required  

Educational Requirements

High School  

Languages Required

English  

    About the Job       Our client has a requirement for a Call Centre Team Leader for a 12 month contract opportunity.  The position is located in Toronto.  

Requirements:       Reporting directly to the Manager, Call Centre, the incumbent manages a team of Call Centre Representatives, Specialists and Administration Clerks, including monitoring calls, performance evaluations, coaching, and hiring/terminating as needed to ensure service and operational level agreements are achieved. The incumbent monitors and analyzes workflow, prepares reports on trends and activities, identifies and implements improvement opportunities and ensures departmental objectives are achieved.  The incumbent acts as a resource for escalated issues.  •Reviews department and individual statistics, analyzes and compiles reports to document service level agreement adherence, update productivity reports, determine effectiveness and identify further training requirements or process improvements to ensure the department is operating optimally and at pre-determined service levels..  •Attends various meetings to strategize, develop new policies and procedures, provide updates on status of current activities and projects, discuss staffing issues and obtain guidance and direction on future activities and initiatives.  •Coaches and monitors CSRs to ensure representatives use scripted opening and closing briefs, provide customers with accurate, quality information, know how and where to access needed information and use professional language.  Provides feedback to CSRs.  •Provides increased complex solutions to resolve escalated issues in a prompt and efficient manner.  •Reviews marketing initiatives daily to forecast call volumes and inform CSRs, post pertinent information on Call Centre Web, and discuss in huddles.  •Monitors workflow and feedback responses from customers, management, and representatives etc. to identify, design, plan and implement improvement opportunities.  •Liaises with marketing department to plan for various marketing initiatives and special projects  •Oversees workloads and provides staff supervision to ensure that work is completed accurately, efficiently and complies with policies, procedures and standards as well as best working practices.  •Provides guidance, motivation, and performance review including hiring and terminating employees, to maintain and enhance competency levels, identify future training requirements and achieve goals to increase performance.   Qualified Candidates will have:       This position requires an advanced level of initiative and judgment in order to organize and prioritize tasks, workload and projects. Courtesy, tact and diplomacy are required in dealing with colleagues in every day working relationships.  •Requires the ability to improve work processes and teams.  •Supervises related processes and people by leading work or project teams.  •Requires specialized interpersonal skills to resolve situations with colleagues where there may be some level of conflict, stress or uncertainty.  •Provides solutions by using imaginative approaches where constructive thinking and innovation are required.  •Utilizes decision making skills to determine the best use of resources and operational processes.  •Adaptable to set and prioritize work with varying exceptions.  Able to work with diverse personalities and styles.  •Communicates with clarity, verbally and in one on one or group situations, or over the telephone.  •Communicates well in writing by composing clear documents; facility with editing and/or proof-reading is required  •Computer skills to produce reports, documents and presentations.  •Knowledge of customer service practices and procedures in a retail call centre environment.   Key Words: Our client needs someone who is a self starter, detail oriented and is very attentive to time sensitive issues.