About the role
About the role
We're looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners' brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
Key responsibilities
- Manage and supervise CSRs
- Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
- Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
- Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
- Use critical thinking to develop solutions to improve business performance and partner success
- Motivate teams through relationship building and real-time coaching
- Develop incentive programs to motivate CSRs to achieve desired outcomes
- Coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
- Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
- Gain expert level knowledge on all partner products and promotions
About you
- High school diploma or equivalent (required)
- Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
- Must be fluent in French and English, written and oral
- 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
- Experience dealing with escalated issues in a contact center capacity
- The ability to type 30 WPM with accuracy
- Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
- The ability to use spreadsheet applications to maintain and develop operational reporting
- Exceptional time management, organizational and prioritization skills to complete work in a timely manner
- Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
About us
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
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