REFNO: Sup-CC-007-007-2024

Reports to: Head of Operations

Job Summary

• The customer service team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include motivating, recognizing and rewarding, coaching, counselling, training, and problem solving.
• Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staff training, telemarketing, scheduling and reward/recognition programs.

Essential Functions

•  Providing daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
•  Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
•  Providing statistical and performance feedback and coaching on a regular basis to each team member
•  Writing and administering performance reviews for skill improvement
•  Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
•  Ensuring employees have appropriate training and other resources to perform their jobs
•  Responding to and resolving employee relations issues expressed by team members
•  Creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level
•  Addressing disciplinary and/or performance problems according to company policy.
•  Preparing warnings and communicating effectively with employees on warnings and making effective/appropriate decisions relative to corrective action as required
•  Assisting the manager with daily operation of the contact centre to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs
•  Working as a member/leader of special or ongoing projects that are important to area/process improvement
•  Sharing continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
•  Establishing work procedures and processes that support the company and departmental standards, procedures and strategic directives
•  Using appropriate judgment in upward communication regarding department or employee concerns
•  Taking lead in providing briefs with management and team
•  Providing support where required to the Operation Manager
•  Preparing daily and weekly reports and presentations
•  Duties, responsibilities and activities may vary from time to time with or without notice
•  Comply with all Workplace Health & Safety (WH&S) policies and procedures