Team Leader- Contact centre (BB-DBE8E)
Found in: Neuvoo CA
What You’ll Be Doing
The Team Leader will provide direction, guidance, and support to a team of up to 16- 20 Contact Centre Representatives in CIBC's Credit Card Contact Centre. You will develop, coach and empower team members to provide clients with a superior sales and service experience. You will support employees in transferring the skills and knowledge they have acquired in training into success.
This is a regular full-time role that requires flexibility as your hours will be based on Contact Centre hours
Contact Centre business hours are from Monday to Sunday, 7:00am-12:00am
You must be flexible with working rotational shifts, afternoon and evening shifts including weekends and holidays
How You’ll Succeed
People Leadership – Develop a team of Disputes and Credit Contact Centre Representatives through daily coaching and long term mentorship.
Relationship Management - Build a strong team spirit, encourage team leaders to work together and ensure an appropriate communication process is in place to facilitate information sharing. Provide visible leadership by frequently spending time on the floor and actively engaging with customer associates.
Data Analysis – Review and analyze various data including call activity and performance measures. Use data to identify and remove obstacles preventing optimal team performance.
Who You Are
You can demonstrate experience in leading a large team of people leaders, preferably in a fraud, dispute and/or contact centre environment. Knowledge of the Credit Cards Department is considered an asset.
You are a bold and authentic leader. You're passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.
You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results.
Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
What CIBC Offers
At CIBC, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well. As part of our team, you will:
Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
Connect: Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training
Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan
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