Job Descriptions:

• We are looking for an experienced team leader to join our team.The role requires one to be a motivational figure for service agents within the team, driving them on to achieve their best, deliver customer experiences of the highest standard, and ultimately prevent problematic mistakes.The role holder is also expected to promote customer satisfaction.

Requirements:

• 2+ years of customer service experience
• 1 year of management experience (would be an asset)
• Excellent written and verbal communication in both French and English
• Attention to detail (i.e. verify all details are submitted, able to identify missing information)
• Good use of Google suites, Microsoft Excel, Word & PowerPoint Office suite.
• Proven experience using Customer Service tools (Ticketing software, Email platforms, chat & phone software, etc.)
• Minimum 15mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 8GB Ram
• Wired headset
• Quiet working environment
• We operate 24/7 and work on a rotating roster ( you must be OK to work weekends/public holidays on any shift. )

Duties:

• Ensure achievement of Client KPIs.
• Ensure the team is organized effectively to maximize productivity
• Excellent written and verbal communication in both French and English
• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Daily report to the delivery manager on team performance against KPIs
• Listen to prescreened calls/go through the tickets and conduct coaching sessions with Agents
• Handle escalations, assist agents by providing support on customer queries
• Time management of staff breaks and schedules to ensure no impact on production
• Communicate all processes; client changes and notifications to agents in a timely manner
• Highlight concerns that impact team performance