Over the past 10 years, OXARO (Formerly RCGT Consulting) has become one of Ottawa's fastest growing consulting firms, more than doubling in size! With over 190 active employees, we are seeking outgoing and driven individuals to jump into our exciting projects with opportunities for personal and professional growth!

We are a member firm of the greater Raymond Chabot Grant Thornton & Grant Thornton Canada networks. OXARO focuses on supporting public sector clients across Canada in advisory and placement services as well as digital solutions. Over recent years, we have been focusing on growing and expanding the value-added services we offer to our Public Sector clients. Through discoveries made during advisory engagements, OXARO recognized a trending gap in the marketplace to deliver innovative digital solutions. OXARO's Digital practice seeks to close this gap with the Public Sector through the delivery of modern technology, and services for our clients.

Who Are We Looking For?

A Contact Centre Team Leader is responsible to provide leadership and direction to the call center team, to coach and mentor team members, to manage team performance, workflow and analysis. To establish goals/Key Performance Indicators (KPI) and to oversee and monitor the call center processes.

Responsibilities

• Oversee and monitor the call center processes
• Establish goals/Key Performance Indicators (KPI)
• Coach and mentor team members
• Provide leadership and direction to the call center team
• Handling inbound inquiries from persons
• Providing professional and empathetic support to persons and guiding them through various contract-dependant processes such as completing forms.
• Understanding and conveying information about our programs and contracts, with training and supporting material provided by OXARO.
• Demonstrating the ability to meet key performance indicators and follow established communication procedures and policies.
• Basic data entry functions for certain contracts.
• Responsibilities may evolve over time based on future acquired contracts.

Mandatories

• A High School education or acceptable equivalent
• 2-3 years of experience in a call center leadership position
• 2-3 years of customer service experience or “people-skills” equivalent
• Hold a valid Reliability clearance (basic-level security clearance) or be eligible to obtain one with our assistance
• Bilingualism in English and French

Assets

• Post-secondary education
• Punctuality and a good work ethic
• Emotional intelligence and a love for working with others
• Flexibility, and capacity for fast-paced problem-solving
• Computer and tech proficiency
• Altruism, dedication, and the desire to make an impact