indeed
Team Lead, Customer Service
Commission For Complaints For Telecom Television Services
Ottawa, CAN
Full Time
Manager
3 days ago
Customer ServiceTeam LeadershipCoachingPerformance MonitoringEscalation ManagementMS365
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
Customer ServiceTeam LeadershipCoaching
About the Role
CCTS is seeking a Team Lead, Customer Service to lead a team of Customer Service Representatives in Ottawa. You will monitor performance, provide coaching, resolve escalations, and ensure consistent service delivery.
Key Skills for This Role
Customer ServiceTeam LeadershipCoachingPerformance MonitoringEscalation ManagementMS365
Responsibilities
- Answer all employee questions related to CSR job duties and Contact Centre responsibilities
- Monitor and report regularly on team performance
- Support the team by providing guidance, effective feedback, and coaching based on quality audits and observation
- Monitor and track attendance, approve time off requests, and report unpaid absences for payroll
- Monitor daily workload and service level, distributing resources as required
- Lead team meetings and calibration sessions
- Lead the initial training of new CSRs
- Respond to escalations from customers and service providers
- Contribute to the planning, creation, and delivery of webinars and informative articles
- Identify themes and trends arising from complaints and escalate as needed
- Assist the Manager, Contact Center with various tasks and support special projects
Requirements
- Grade 12 high school diploma or equivalent
- Supervisory or management experience, at least 4 years, or a combination of education and experience
- Minimum of 4 years' experience in customer service, preferably within a call center environment
- Very strong communications skills, both verbal and written
- Proven experience with building a strong work culture, keeping your team informed and motivated
- Good knowledge and experience of MS365 products – Teams, Outlook, Word, Excel etc.
- Fluent in English and French, with excellent written and oral communications skills
- Previous experience working in telecommunications or television (asset)
Full Job Posting
Join Our Team as a Team Lead, Customer Service
- CCTS provides impartial, fair and effective complaint resolution services for telecom and TV consumers and service providers.
- We offer a free service to Canadians and need professionals to uphold our commitment to fairness and accountability.
Your Responsibilities
- Answer all employee questions related to CSR job duties and Contact Centre responsibilities.
- Monitor and report regularly on team performance.
- Support the team by providing guidance, effective feedback, and coaching.
- Monitor and track attendance, approve time off requests, and report unpaid absences.
- Monitor daily workload and service level, distributing resources as required.
- Lead team meetings and calibration sessions.
- Lead the initial training of new CSRs.
- Respond to escalations from customers and service providers.
- Contribute to the planning, creation, and delivery of webinars and informative articles.
- Identify themes and trends arising from complaints and escalate as needed.
- Assist the Manager, Contact Center with various tasks and support special projects.
Must Have Magic
- Grade 12 high school diploma or equivalent.
- Supervisory or management experience, at least 4 years, or a combination of education and experience.
- Minimum of 4 years' experience in customer service, preferably within a call center environment.
- Very strong communications skills, both verbal and written.
- Proven experience with building a strong work culture.
- Good knowledge and experience of MS365 products.
- Fluent in English and French.
- Previous experience in telecommunications or television (asset).
Expected Compensation
- CAD 75,500 to CAD 82,000 per year (depending on skills and experience) plus excellent benefits.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career