Team Leader

Purpose: Successful Team Leaders will oversee the day to day operations of the contact centre, responsible for a team of approximately 15-20 Technical Support Analysts. You will manage your team's performance and follow standard best practices to achieve and exceed service levels and core objectives.

Responsibilities:

• Facilitate customer resolution for escalated calls.
• Mentor Call Director and/or Technical Support Analysts through performance; training & development planning.
• Engage daily in continuous improvement initiatives.
• Manage employee incentive plans.
• Monthly Performance Evaluations.
• Champion the recruiting and retention programs.
• Flexibility to work in a 7 day 365 day work environment.
• Conduct one-on-one sessions with Call Director and/or Technical Support Analysts.
• Able to answer questions and to support floor.
• Work as a Leadership team to ensure operational consistency.

Qualifications:

• Ability to lead a team to superior performance.
• Ability to communicate, with accuracy and clarity both verbal and written.
• Demonstrative ability to excel in a fast paced team environment.
• Possess good attention to detail.
• Lead by example with integrity and respect.
• Have the ability to work flexible hours.
• Encourage creativity, initiative and a positive attitude.
• Previous management/supervisory experience an asset.
• Completed grade 12 or equivalent.
• Computer and keyboard skills.
• Bilingualism is considered an asset.
• Internal reference check required.

Please apply online at: WWW.OLSJOBS.CA