Contact Centre Team Lead - Concord, Canada - Wyse Meter Solutions Inc.

Wyse Meter Solutions Inc.
Wyse Meter Solutions Inc.
Verified Company
Concord, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description
Wyse Meter Solutions Inc. provides turnkey submetering and utility expense management services to property managers, building owners and developers across Canada. Wyse is unique in its ability to provide energy consumption transparency and accountability to its customers.


The Contact Centre Team Lead will work closely with the Manager, Contact Centre to support the mentoring and coaching of a team of agents to ensure customers are receiving superior service and quality.

In this role, they will assist and support agents with customer inquiries and technical issues.


Responsibilities

  • Motivate CSR's to exceed expectations by providing positive, constructive feedback and reinforcing targets
  • Assist in the onboarding and training of new CSR's
  • Participate in call calibrations and support the overall Quality Monitoring program
  • Participate in sidebyside coaching sessions with CSR's to provide additional support and training
  • Assist in the monitoring KPIs and service levels
  • Complete attendance tracking and reporting as required
  • Support the handling of any technical or system issues
  • Handle customer inquiries through in times of high call volume
  • Make recommendations for improvements to call handling procedures and training content based on floor results and agent feedback
  • Provide positive and constructive feedback to CSR's
  • Handle customer escalations
  • Other duties as assigned

Qualifications

  • Minimum 35 years experience in a Contact Centre environment
  • Utilities or telecommunication industry experience an asset
  • Ability to understand Contact Centre KPIs
  • Fast learner with the ability to take initiative
  • Effective communication skills
  • Proficiency with Microsoft Office
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