The Team Leads will be responsible for managing day-to-day operations, call, email, chat, forum, and social media support interactions quality, performance according to the relevant service level metrics, compliance to guidelines and policies for providing the Services.
The Team Lead's responsibilities include but are not limited to the following:
Client's expectation of team leads is that 70% of their time is dedicated to coaching, shadowing and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team's performance to continuous KPI achievement.
Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents.
Able to adjust messaging to different target audiences (agent, Ops Manager, client) with to-the-point communication.
Able to adapt quickly to changes in workflows/processes/procedures/product features.
Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
Able to clearly outline current performance drivers of their market and actions to improve.
Always maintain a professional and personable demeanor.
This role is taking place ONSITE in St. Catharines, ON.
Basic Qualifications
High School Diploma or Equivalent
1 + years' experience at handling customers within service/technical fields.
Minimum 1 years' experience in a service customer service sales organization
Minimum 1 years' experience Problem Solving & Escalation Management
Experience working in a highly productive sales environment
Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry or Familiarity with project management.
Demonstrated proficiency in multi-tasking and prioritization.
Excellent written and verbal communication skills.
Moderate understanding of business process improvement methods.
Ability to meet travel requirements, when applicable
Professional Skill Requirements
Digital advertising experience is a plus
Proven success in contributing to a team-oriented environment
Understanding of departmental policies and procedures.
Strong time management skills
Clearly demonstrated passion for ensuring the success of client's culture of excellence and commitment to quality and customer service.
Proven ability to identify training needs and support development of programs.
High level of integrity as demonstrated personally and professionally.
Proven ability and passion to coach in one-on-one and in a team setting with a clear data driven approach and tangible output for agents to improve.
Proven ability to work creatively and analytically in a problem-solving environment
Desire to work in an information systems environment
Excellent leadership, communication (written and oral) and interpersonal skills
Working knowledge of systems
Ability to provide feedback on a regular basis
Able to prioritize a number of different pieces at the same time
Demonstrated leadership in professional setting; either military or civilian
Demonstrated teamwork and collaboration in a professional setting; either military or civilian
#LI-NA