Team Lead Jobs

Role: Team Lead

Location: Moncton, NB, Canada

Role and Responsibilities:

·Efficiently coach associates in meeting Key Performance Indicators (KPI’s)/metrics such as (but limited to): AHT, after call work (customer follow-up), Quality, NPS, schedule adherence

·Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.

·Ensure that every Associate on their team receives 1 coaching session at a minimum bi-weekly.

·Coach every Associate on their team on every NPS survey received.

·Coach every Associate on their team on every QA evaluation conducted by the QA department.

·Attend regular QA calibration sessions.

·Manage and drive performance from the Associates in meeting Service Level Agreements.

·Manage team attrition and reduce voluntary attrition

·Manage team absenteeism to improve overall attendance

·Take appropriate and timely disciplinary action on performance, attendance, schedule adherence, behavior, misconduct, etc.

·Provide excellent customer service and determine the needs of the client

·Ensure the teams they are involved with are aware of the combined end goals.

·Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.

·Do Root Cause Analysis to create action plans / goals to improve performance

·Collaborate with various support groups – Recruitment, Training, Quality, HR, Workforce to deliver business results.

·Participate in the recruiting interviewing process for new hires

·Do a minimum of 4 hours per month on the phones taking calls in the queues that their Associates are skilled to handle.

Applicant’s Specifications & Qualification:

·Mandatory: English – spoken and written fluency

·Preferred (not required): Candidate has a Bachelor's/College Degree, any field.

·At least 1 year of working experience in the related field is preferred for this position.

·Analytical

·Results-oriented

·Process-oriented

·Previous supervisor experience specializing in Customer Service or equivalent.