Bilingual Team Lead, Contact Centre

Location: ottawa, ON, Canada
Date Posted: 29-11-2018
This role is essential to ensure the Contact Centre’s sales goals/ call quality standards and operational key performance indicators are met/exceeded consistently through ongoing coaching, mentoring, and maximizing staff resources. 
 
Key Responsibilities
  • Manage Contact Centre key performance goals and conducts performance reviews, identifies performance gaps, initiates corrective actions, following through on performance/coaching plans
  • Creates and maintain a positive work environment 
  • Ensures all service standards, including compliance with internal and external requirements, are understood and consistently adhered to 
  • Evaluates employees by listening to calls remotely/completing the call quality scorecard
  • Organizes, implements and assists in management, training and motivational activities for staff to ensure they are up-to-date and proficient in product knowledge and promotional campaigns, through daily pre-shift sales meetings and retail sales management disciplines
  • Participates in the interviewing, hiring and performance management processes for Member Service Specialists
  • Administers attendance management and payroll processes
  • Conducts daily/weekly and monthly analysis of statistics and gives recommendations 
  • Launches employee quarterly incentives to support Member campaigns throughout the year
 
Qualifications
  • Fluently bilingual (English/French) both verbal and written
  • 3-5+ years Contact Centre Operations / Team Leader experience.
  • Post-secondary diploma or degree or equivalent work experience.
  • Advanced knowledge of Microsoft Applications including Word, Excel, PowerPoint Office
  • Familiarity with workforce management systems
  • Ability to work flexible hours including weekends.
  • Exceptional sales and service knowledge and experience
  • Financial Industry experience is a really nice to have
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