Call Centre Team Leader - Stittsville, Canada - AutoShack

AutoShack
AutoShack
Verified Company
Stittsville, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description

Customer Service/Sales Team Leader
AutoShack is an Ottawa based E-commerce company with 40+ years' experience in the automotive industry.


Responsibilities

  • Training, and preparing representatives to respond to customers questions and complaints and troubleshoot problems with services or products
  • Ensuring representatives understand and comply with all department objectives, performance standards and policies
  • Answering representatives' questions regarding best practices or difficult calls
  • Identifying operational issues and suggesting possible improvements
  • Monitoring and evaluating representative's performance, providing learning or coaching opportunities, and taking corrective action, if necessary
  • Preparing reports and analyzing data to assist management as they determine Department goals
  • Working with operations team members to support agents and maximize customer satisfaction
  • Lead a team of 6 to 12 agents

Requirements:


  • College or equivalent education in management, is preferred
  • 3 years (dedicated or combined); Supervision, Business Development, Sales, Customer Service Supervisory Coaching and Training experience required
  • Excellent problem solving, leadership and customer service skills
  • Excellent command, written and spoken, of the English Language
  • Ability to remain calm and courteous under pressure
  • Must be flexible to work a rotating shift schedule including Saturdays

Compensation

  • Includes a competitive salary and comprehensive benefits package.

Job Types:
Full-time, Permanent


Benefits:


  • Dental care
  • Extended health care
  • Life insurance
  • Onsite parking
  • Vision care

Schedule:

  • Day shift
  • Weekend availability

Ability to commute/relocate:

  • Stittsville, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

  • Pass a criminal background check

Experience:


  • Customer support: 3 years (required)
  • Call center: 2 years (required)

Licence/Certification:

  • Driving Licence (preferred)

Work Location:
One location
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