Team Leader - Call Centre

About Us:

Wireless DNA is an authorized exclusive Rogers and Fido dealer with over 20 years in the industry with an award-winning network of stores to bring the best and the latest in telecommunication technology. We have 28 different locations across the Greater Toronto area, including one at the Toronto Pearson airport.

We are passionate about innovation and believe that the best road to success lies through growth and happiness of our employees.

Why work at Wireless DNA:

• Employee discounts across Rogers & Fido services
• Comprehensive health and dental plan
• Great culture, with a diverse and inclusive Workplace
• Opportunity to give back to the community through volunteering / participating in company events
• Great Employee Referral Program
• Competitive base compensation plus lucrative Commission
• Parking available on site
• Opportunities to grow and develop your career
• Monthly birthday recognition, acknowledgement, and celebrations

About this Role:

We are seeking an experienced and results-oriented Manager/ Team Leader to set up and oversee Call Centre operations. This role will be responsible for managing a team of agents, driving performance, and ensuring the successful setup and operations of call center. The Team Leader/Manager will play a crucial role in maintaining the quality of calls, setting key performance indicators (KPIs), and providing accurate reporting. The agents will be contacting the customers who have signed up with Wireless DNA overseas and at the airport. The successful candidate will have a strong background in call center management, exceptional leadership skills, and a focus on delivering excellent customer service.

Responsibilities:

Call Centre Setup and Operations:

• Develop and implement efficient processes and strategies to optimize call center operations.
• Implement call center technologies and dialer systems to enhance efficiency and productivity.
• Manage a team of agents, providing guidance, support, and performance management to achieve targets.
• Lead the setup of the call center, ensuring all necessary infrastructure and systems are in place.

Performance Management:

• Ensure compliance with call center policies, procedures, and industry regulations.
• Set clear performance goals and KPIs for call center agents.
• Implement quality assurance measures to maintain the quality of calls.
• Monitor and evaluate agent performance, providing coaching and feedback to drive continuous improvement.

Customer Service Excellence:

• Identify opportunities for improving the customer experience and implement strategies to enhance customer engagement and loyalty.
• Handle escalated customer issues, ensuring effective resolutions and customer satisfaction.
• Foster a customer-centric culture within the call center, emphasizing exceptional customer service.

Reporting and Analysis:

• Utilize data-driven insights to identify areas for improvement and make informed decisions.
• Generate regular reports to evaluate call volumes, response times, conversion rates, and customer satisfaction.
• Develop and maintain reporting mechanisms to track and analyze call center performance.

Team Leadership and Development:

• Coach and mentor agents to enhance their skills and performance.
• Provide strong leadership and guidance to the call center team.
• Support recruitment and onboarding activities to build a high-performing team.
• Conduct performance evaluations, provide constructive feedback, and support training and development initiatives.

Qualifications:

• Strong understanding of call center technologies, processes, and best practices.
• Strong organizational and time management abilities.
• Proven track record in setting up and managing successful call center operations.
• Minimum of 5 years of experience in call center management or a similar role.
• Excellent leadership and people management skills.
• Analytical mindset with the ability to analyze data and make informed decisions.
• Familiarity with call center technologies and dialer systems.
• Knowledge of customer service principles and practices.
• Exceptional communication and interpersonal skills.