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Team Leader, Operations CRM

Req #: CNX00049723
Location: Oshawa, ON CA
Job Category: CRM
This position provides day to day direction and guidance to a team of call center representatives. The Team Leader plans and evaluates work flow 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 Team Leader will recommend operational improvements and may approve special price concessions, quotes, allowances or adjustments. 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.
 
Responsibilities 
 
      • Monitors and manages absenteeism and punctuality
  • Prepares payroll documentation for subordinates
  •  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 Business center training needs analysis and program development
  • Prepares various reports (fulfillment, correspondence, quality management, billing)
  • Formats standard letters for correspondence
  • Uses appropriate tools to manage and report nonconformance in document control processes
  • Communicates department and organizational objectives and goals to subordinates
  • 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
  • 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.
  • Holds weekly one-on-one coaching / feedback session with each rep on their team
 
 
Reporting Structure
 
  • This role will report to an Operations Manager.
     
    Working Conditions
     
  • Call Centre, high-energy, fast-paced environment, changing and adapting business conditions.
  • Shifts include days, evenings and weekends.

 

Minimum Qualifications

Education/Knowledge:
 
  • High School or equivalent work and experience.
  • Knowledgeable about the sales cycle and after-sales processes.
  • Good understanding of call center operations, metrics, and general procedures
     
 
 
 
 
 
 

Minimum Qualifications

Experience / Skill / Attributes:
 
  • Minimum 2/3 years of call center experience required, inbound/outbound sales experience an asset.
  • Previous experience in a coaching or training role is an asset.
  • Effective demonstration of sales processes, eliminating objectives and develop solutions to close sales.
  • Excellent interpersonal and presentation skills.
  • Experience in client’s industry is a plus.
  • Demonstrated interpersonal, coaching, and supervisory skills.
  • Assertive, confident and a clear communicator.
  • Excellent verbal and written communications.
  • Demonstrated ability to set priorities and multi-task.
  • Flexibility to work shifts, if required.
     
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