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Fredericton

    Team Lead Call Center Agent - Fredericton, Canada - Panasonic

    Panasonic
    Panasonic Fredericton, Canada

    2 weeks ago

    Default job background
    Description
    Essential Job Functions:
  • 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
    • Job Requirements:
  • 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 $ is just one component of Panasonic's Total Package. Actual compensation varies depending on the individual's knowledge, skills, experience, and location.

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