Customer Support Lead - Toronto, Canada - CLEAResult

CLEAResult

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

We are looking for a talented individual to...

Join the team as an ICS Team Lead to support a Call Center team delivering a residential energy efficiency program.

ICS Team Leads provide the call center Support Specialists with guidance to ensure excellent customer service during program delivery.

The daily job tasks range from assisting Specialists with questions or concerns, managing escalations, and providing the best Customer Experience.

Must be based in the Greater Toronto Area to be considered.

For this opportunity, you're a great fit if you can

Scheduling and organizing shifts and training sessions for team members.
Communicating and resolving complex escalation issues from customers or other departments.
Responsible for QA/QC realtime performance call monitoring.
Prepare and present reports for the call center operations to track assigned goals and targets.
Support with monitoring and evaluating the team's productivity, efficiency, and customer satisfaction.
Conducts new hire onboarding and training as needed.
Implementing and suggesting improvements for the call center processes, systems, and policies.
Providing coverage on the Call Center if and when necessary.
Must be able to be on call to support the emergency hotline.

In this exciting career opportunity, you will have