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Bilingual Team Leader, Operations CRM

Req #: CNX00047220
Location: Oshawa, ON CA
Job Category: CRM
At Concentrix we are fanatical about our staff and clients.   We are tenacious in our pursuit of excellence and of high quality service.  We’re not afraid of being bold and disruptive in the marketplace and we like shaking things up.  We take our values seriously and they are threaded into everything that we do - we are ONE CONCENTRIX
 
Career Description/Summary:  
This position provides day-to-day direction and guidance to a team of call centre representatives.  The Team Leader plans and evaluates workflow and coordinates work activities to achieve volumes expected to meet operational requirements.  Based on established standards, this position will monitor staff performance and the daily application of organizational policies and procedures, provide feedback, coaching and ongoing development to meet client and corporate quality expectations.  The position serves as a first line supervisor of 8 - 15 agents; may provide input into hiring decisions and performance appraisals but not necessarily make hiring decisions or conduct performance appraisals.  The typical requirement is one to three years of experience in call centre operations.
 
Responsibilities: 
  • Oversees and manages effective use of personnel resources to insure service quality standards and budgetary scheduling standards are met
  • Conducts bi-monthly and monthly team meetings
  • Gathers and/or oversees collection of procedural and product information and documents
  • Assists with call centre training needs analysis and program development
  • Assesses individual training needs and ensure needs are met
  • Coaches subordinates on organizational standards and provides position training as required
  • Maximizes potential of subordinates using established performance management methods and may conduct or assist in formal performance evaluations
  • Uses appropriate tools to manage and report non conformance in document control processes
  • Communicates department and organizational objectives and goals to subordinates
  • Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
  • Manages departmental resources through effective recruiting, delegation and organization
  • Monitors team compliance to quality standards using established audit procedures and systems
  • Monitors and manages absenteeism and punctuality
  • Prepares payroll documentation for subordinates
  • Maintains personnel files
  • First Aid Responder
 
What we are looking for:
  • Education/Knowledge: High School Graduation or equivalent; General knowledge of windows-based applications; Good understanding of call centre operations, metrics, and general procedures
  • Experience / Skill: 2-3 years successful experience working directly in a call centre environment; demonstrated supervisory skills.
  • Must be fluent in both French and English
  • Shift flexibility required, Monday – Sunday
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