Call Centre Team Leader - Stittsville, Canada - AutoShack
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
Salary:
$22.00-$26.00 per hour
Benefits:
- Dental care
- Extended health care
- Life insurance
- Onsite parking
- Vision care
Flexible Language Requirement:
- French not required
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:
In person
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