Team Lead Call Center Agent - Island View, Canada - Panasonic Avionics Corporation

Description

Team Lead Call Center Agent - Work From Home

Panasonic Connect, Professional Services

• Review performance dashboards daily, always have a pulse on where the team is at on our KPI's at all times
• Monitor live queues throughout the day and direct team members where they need to be and what they need to be working on to meet KPI's
• Create intra month recovery plans if KPI's fall below goal
• Review intraday workload arrival patters to identify optimal scheduling of resources
• Take phone calls as needed to ensure telephony KPI's are met
• Assist with report creation and development
• Escalate up any issues as needed
• Document processes and store them in shared locations
• Understanding of incoming workflow via multiple channels and devise game plans daily to shift resources accordingly to meet objectives.
• Assist with 90 day and annual reviews
• Other duties as assigned

• Review performance dashboards daily, always have a pulse on where the team is at on our KPI's at all times
• Monitor live queues throughout the day and direct team members where they need to be and what they need to be working on to meet KPI's
• Create intra month recovery plans if KPI's fall below goal
• Review intraday workload arrival patters to identify optimal scheduling of resources
• Take phone calls as needed to ensure telephony KPI's are met
• Assist with report creation and development
• Escalate up any issues as needed
• Document processes and store them in shared locations
• Understanding of incoming workflow via multiple channels and devise game plans daily to shift resources accordingly to meet objectives.
• Assist with 90 day and annual reviews
• Other duties as assigned

• Previous call center experience preferred
• Fundamental understanding of electronics required
• Ability to read and understand technical documents and manuals
• Must have excellent leadership skills
• Ability to motivate and devise effective techniques to improve team performance
• Ability to tutor and mentor team members
• Ability to perform multiple tasks simultaneously
• Ability to work in a diverse, team-based environment
• Ability to work independently with limited guidance
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to follow established practices and procedures in analyzing situations or data from which answers can be readily obtained
• Excellent oral and written skills; ability to respond positively to customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion
• Intermediate skills with Microsoft Office Suite including Excel and PowerPoint

The hourly range of $ hr is just one component of Panasonic's Total Package. Actual compensation varies depending on the individual's knowledge, skills, experience, and location.

Our team of Call Center Agents are responsible for responding to incoming Help Desk inquiries from existing customers through phone, email, and chat. The primary focus of this team is to ensure end users have the support and knowledge they need to effectively utilize Clearview product within their day-to-day operations. We are known for our excellent customer service, and our agents play a significant role in building and maintaining this reputation.

Our team of Call Center Agents are responsible for responding to incoming Help Desk inquiries from existing customers through phone, email, and chat. The primary focus of this team is to ensure end users have the support and knowledge they need to effectively utilize Clearview product within their day-to-day operations. We are known for our excellent customer service, and our agents play a significant role in building and maintaining this reputation.

**MUST BE LOCATED IN NEW BRUNSWICK
Our team of Call Center Agents are responsible for responding to incoming Help Desk inquiries from existing customers through phone, email, and chat. The primary focus of this team is to ensure end users have the support and knowledge they need to effectively utilize Clearview product within their day-to-day operations. We are known for our excellent customer service, and our agents play a significant role in building and maintaining this reputation.

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