Call Centre Lead Jobs

About Us
Stride provides world-class lottery management services and technology to charities and non profits across Canada.
Stride Management is part of the Jumbo Interactive Group: A $1billion market-cap Australian PLC, with a 300+ strong multi-disciplinary team, working with leading non-profit and government lottery organisations across Asia-Pacific, Europe and North America.
What will you be doing?
The Call Centre Leads oversees the work of the Call Centre Operators, and provides additional administrative support to the Supervisor, Call Centre.
This includes ensuring work is properly distributed among all operators on shift, ensuring that incoming call wait times are kept to an acceptable standard, and training, coaching, and mentoring operators on improving their performance.
In addition the role will:

• Bundle incoming mail orders and prepare for Customer Service Team
• Ensure Call Centre Operators log in and out for lunch breaks and their shift
• Ensure Call Centre Operators maintain STRIDE’s standards for taking calls, verify information with callers, maintain an error rate of less than 2%, and present a positive image of client projects.
• Assist Customer Support department by sorting through Customer Service Forms from previous day, and distributing forms to appropriate departments for further action
• Review Fresh Desk tickets submitted by agents coach/correct before customer service act on a F-D ticket
• Schedule and direct Call Centre Operators to take lunch and coffee breaks at appropriate intervals. During times of call volume “spikes”, assume the role of a Call Centre Operator to alleviate any backlog of calls in the queue.
• As incoming call volume permits, assign mail opening and ticket-order data-entry tasks to call centre staff. Delegate other duties to staff such as filing, data entry, etc.
• Create Operator Manuals for all new lottery projects, and ensure information at all workstations is up to date and accurate.
• Ensure incoming calls are answered within acceptable standards.
• Update information on whiteboards in call centre with current 50/50 jackpot totals, staff assignments, and other lottery updates

What Would We Like You To Have:

• Previous call centre experience
• Strong leadership skills
• Strong problem solving skills
• Strong customer service skills
• Previous leadership experience in a customer service environment
• Flexibility, adaptability and reliability
• Relationship management

There are two part time positions available.
Role One - Hours of work are Saturday and Sunday 8am - 4pm
Role Two - Hours of work and Saturday and Sunday 4pm - 11pm
(Each role has the potential to work up to 32 hours per week each, depending on shift availability)
Why join the team:
We pride ourselves on offering a wide variety of benefits to our staff. In joining our team, you can expect:

• Focus on talent management, including career and skills development,
• Health & Wellbeing activities,
• Commitment to Diversity, Equity and Inclusion across the employee career journey,
• An Employee Assistance Program where you can access counselling and coaching sessions,

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.