416.218.1112
Beyond Bilingual Inc.
Published
October 18, 2019
Location
Toronto, Canada
Category
Job Type
Job ID Number
Y316
Candidate must be Bilingual
Yes
Job Function
Customer Service

Description

Established in 1975, our client has acquired many well-known and popular retail stores and brands since their inception. Today, they have over 650 stores, serving the Young Fashion Retail Industry. With a mission to continue to grow, they are currently seeking a Call Center Team Lead to join their team in North York. They provide continuous career growth to their employees and value integrity, innovation, sustainable growth and a high-Quality Customer Service experience:

 JOB DESCRIPTION:                  

Position:                    Team Leader, Customer Service Centre

Reports to:               Manager, Customer Service Centre

HOURS OF WORK: Weekdays 830-5pm (need to be flexible)
LOCATION: North York (Lawrence Ave West & Caledonia Rd.)
TERM: Full Time, Permanent

PERKS:

  • Career growth and advancement opportunities
  • Competitive Compensation
  • Lucrative Bonus structures
  • Fantastic employee discounts
  • Flexible scheduling
  • Fun fashion environment
  • Sick Days and Vacation Days
  • Medical and Dental Benefits
  • Educational Assistance Programs
  • Continuous hands-on training and learning programs
  • Scholarships for Continuing Education
  • A culture celebrating diversity and partnership
  • Accommodation for religious observances
  • Corporate policy encouraging equality and fair pay for all
  • Transfer opportunities across Canada

Responsibilities

The Team Leader of the Customer Service Centre (CSC), is responsible for managing the team of agents. This includes monitoring and achieving team objectives, providing ongoing training and coaching and ensuring customers have a positive experience.

 

Duties and Responsibilities:

 

  • Provide training, coaching and support to team members.
  • With the Manager, establish priorities and delegate workload for the team.
  • Lead and inspire CSC agents to deliver excellent levels of customer satisfaction.
  • AssistThe Team Leader of the Customer Service Centre (CSC), is responsible for managing the team of agents. This includes monitoring and achieving team objectives, providing ongoing training and coaching and ensuring customers have a positive experience.Duties and Responsibilities:

     

    • Provide training, coaching and support to team members.
    • With the Manager, establish priorities and delegate workload for the team.
    • Lead and inspire CSC agents to deliver excellent levels of customer satisfaction.
    • Assist staff with the identification and timely processing of priority items (rushes, misplaced packages, etc.) and organization of daily work.
    • Manage all escalations within the CSC, working with the customer to resolve concerns if needed
    • Assist team members with workload, as required by volume and deliverables
    • Contribute to and ensure a positive team atmosphere
    • Effectively use business tools to monitor team’s performance, call quality and adherence to policies and procedures
    • Manage day-to-day line activities, priorities and make risk/impact assessments within existing processes and procedures
    • Ensure CSC Manager is informed of all concerns and developments within the team
    • Ensure team members are maintaining up-to-date customer records in the tracking system
    • Ensure training and development plans are maintained for all team members
    • Use Company methodology, team input and own initiative to ensure attendance and retention targets are achieved
    • Manage the fair and consistent application of performance management and disciplinary measures as necessary

    with the identification and timely processing of priority items (rushes, misplaced packages, etc.) and organization of daily work.

  • Manage all escalations within the CSC, working with the customer to resolve concerns if needed
  • Assist team members with workload, as required by volume and deliverables
  • Contribute to and ensure a positive team atmosphere
  • Effectively use business tools to monitor team’s performance, call quality and adherence to policies and procedures
  • Manage day-to-day line activities, priorities and make risk/impact assessments within existing processes and procedures
  • Ensure CSC Manager is informed of all concerns and developments within the team
  • Ensure team members are maintaining up-to-date customer records in the tracking system
  • Ensure training and development plans are maintained for all team members
  • Use Company methodology, team input and own initiative to ensure attendance and retention targets are achieved
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary

Skills Required

  • Clear and effective Communication Skills in both French & English.
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to deal with demanding customers and escalations
  • Energetic and motivating individual
  • Exceptional ability to build rapport and partnerships with team members
  • Ability to multitask and high attention to detail
  • Works well in a team-oriented environment
  • Exercise good judgement
  • Excellent business phone etiquette

 

Qualifications

  • Minimum 2 years of Call Centre experience
  • Bilingual (English/French)
  • Knowledge of customer service best practices
  • Experience in data analysis
  • Knowledge of CC equipment/software (e.g. Aircall and Gorgias) an asset
  • Knowledge of the retail industry an asset
  • Proficient in Microsoft Office

Education Requirements

Post-secondary education in associated field and/or related experience

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