indeed
Team Lead, Customer Service
Commissioner for Complaints for Telecommunication Services
Ottawa, CAN
Full Time
Manager
3 days ago
Customer ServiceTeam LeadershipPerformance MonitoringCoachingEscalation ManagementMS365 (Teams, Outlook, Word, Excel)
Free
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Customer ServiceTeam LeadershipPerformance Monitoring
About the Role
The Commission for Complaints for Telecom-television Services (CCTS) is hiring a Team Lead, Customer Service to lead a team of Customer Service Representatives in a contact center.
Key Skills for This Role
Customer ServiceTeam LeadershipPerformance MonitoringCoachingEscalation ManagementMS365 (Teams, Outlook, Word, Excel)
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 initial training of new CSRs and prepare ongoing training
- Respond to escalations from customers and service providers
Requirements
- Grade 12 high school diploma or equivalent
- 4+ years of supervisory or management experience, or combination of education and experience
- Minimum 4 years of experience in customer service, preferably in a call center environment
- Very strong communication skills, both verbal and written
- Good knowledge and experience of MS365 products
- Fluent in English and French
Full Job Posting
Your Role
- As Team Lead, Customer Service, you are integral to the culture and smooth functioning of one of our Contact Centers.
- You are responsible for hands on leadership and support of a team of Customer Service Representatives (CSRs).
- You will monitor performance, set goals, provide guidance and coaching, and resolve escalations.
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 in HRIS, report unpaid absences.
- Monitor daily workload and service level, distributing resources as required.
- Lead team meetings and calibration sessions.
- Lead initial training of new CSRs.
- Prepare ongoing training and calibrations.
- Respond to escalations from customers and service providers.
- Contribute to planning, creation, and delivery of webinars and informative articles.
- Identify themes and trends from complaints and escalate as needed.
- Assist the Manager, Contact Center with various tasks and special projects.
Must Have Magic
- Grade 12 high school diploma or equivalent.
- 4+ years of supervisory or management experience, or combination of education and experience.
- Minimum 4 years of experience in customer service, preferably in a call center environment.
- Very strong communication skills, both verbal and written.
- Proven experience building a strong work culture.
- Good knowledge and experience of MS365 products – Teams, Outlook, Word, Excel, etc.
- Previous experience in telecommunications or television is a great asset.
- Strong focus on providing excellent and timely customer service.
- Fluent in English and French.
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