Team Lead, Contact Centre

ROLE OVERVIEW


The Contact Centre Lead will be tasked with coordinating, overseeing, and offering on-site support to frontline representatives, ensuring their immediate operational needs are adequately addressed. This role also involves ensuring all representatives adhere to established work schedules and meet key performance indicators.


KEY RESPONSIBILITIES


Serve as the primary point of escalation for issues beyond Customer Service Representatives' control
Oversee team performance to ensure efficient call handling and superior customer service delivery
Swiftly escalate issues that hinder effective and efficient customer service
Compile and prepare agreed-upon periodic activity and performance reports
Guarantee timely and accurate dissemination of relevant information to the team
Enhance team efficiency by assisting in monitoring compliance with defined service levels within contact centre operations
Conduct daily monitoring of individual and team key performance indicators
Generate daily, weekly, and monthly performance reports and complete other necessary administrative tasks
Support the coaching and training of Contact Centre Representatives to meet or exceed customer experience expectations
Gather feedback regarding processes and policies that may alienate customers and share with the line manager
Perform additional duties as assigned by the Manager, Customer Care


REQUIRED SKILLS AND QUALIFICATIONS


Bachelor's degree or equivalent in a relevant discipline
Three (3) to Five (5) years of relevant work experience
Advanced proficiency in Microsoft Office applications - Excel, Word, and PowerPoint
Ability to communicate tactfully and effectively, both verbally and in writing
Capacity to maintain effective working relationships with all team members
Skill in managing and motivating staff within a team environment
Strong decision-making and problem-solving abilities
Meticulous attention to detail, initiative, and high standards
Demonstrated excellence in service at a supervisory level
Flexibility and adaptability to new instructions and/or changing organizational priorities
Must be a team player capable of working collaboratively with and through others