Job Req ID : 325212
At Quantrics, we consider our people our most important asset. Our focus is not only on creating a great customer experience its about building and promoting a culture of constant team member growth, creating a sense of family, and working together to improve our lives and the lives of those in our local communities
We do not just offer a stellar working environment; we also offer amazing benefits and very competitive compensation packages.
We also make employee advancement and overall wellbeing a priority because we value our employees above all else.
Are you someone who can handle a group of individuals who has different personalities, professional experience and background?
Do you have good coaching skills to ensure that your team will reach their target and goals?
Are you known as a leader who make sure that your agents are developed and empowered?
You will have an opportunity to :
Manage daily performance of approximately 14 agents in a fast-paced call center whose hours of operation can be in a 24X7 environment, supporting Canadian customers
Monitor, coach, mentor and develop agents with a goal of exceeding performance metrics
Lead by example to both directly and indirectly motivate and generate enthusiasm among call center employees; consistently build and maintain positive team moral
Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions
Provides feedback and develops plans to drive individual and team performance
Handle all escalations while enhancing customer relationships and contribute to building customer loyalty through the delivery of accurate and timely information
Ability to use call center data and call observations to identify coaching plans for individuals and team
Supports the completion of on-going training and education for self and team
Communicates effectively and timely through formal team meetings and huddles
You will be a great fit on our team if :
Must possess strong leadership and coaching skills
Has at least 1 year of Team Lead working experience
Ability to drive his / her Team in achieving Hourly / Daily / Weekly and Monthly Targets
Experience as a coach, supervisor or any leadership role in call center is an asset but not required
Telco experience an asset but not required
Proficient in MS Office Applications is an asset, specifically : Excel with the ability to mine necessary data for identifying trends for coaching and other business opportunities
Outstanding written and in-person English communication, interpersonal and presentation abilities
Able to assist in and resolve customer complaints while upholding company guidelines
Previous performance management experience or knowledge is an asset
Strong interpersonal skills and customer relationship management
College graduate or above an asset
Flexibility to work autonomously in a start-up environment, where constant change abounds
Ability to work in a fast paced, continuously evolving environment
Strong multi-tasking, prioritization and time management skills are essential
If this role sounds interesting to you, please click apply. We’d love to hear from you!
Additional Information :
Position Type : Management
Job Status : Regular - Full Time
Position Level : Q21
Application Deadline : 08 / 27 / 2021
Quantrics is committed to fostering an inclusive, equitable, and accessible environment where all employees and customer feel valued, respected, and supported.
We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.