Team Lead - Service and Administration

Overview

Rentokil-Terminix Canada is one of the largest pest control providers to the property management sector. Since its founding, it has been an industry leader in pest control. Our certified specialists use innovative technologies to protect millions of homes and businesses throughout Canada.

Rentokil‑Terminix is currently seeking an experienced Team Lead, Service and Administration to be a part of our fast‑paced team. This is an onsite position based out of our Fredericton office.

Base pay range: $60,000 – $80,000 per year.

121 Gibson St. Fredericton, NB E3A 4E1, Canada.

• Hiring, training and motivating direct reports.
• Provides leadership, coaching and performance management for the direct reports.
• Coaches using call monitoring and side‑by‑side observations with team members and provides feedback to improve performance.
• Oversees real‑time phone management and team member adherence, implements action plans as necessary to meet and exceed operational service objectives.
• Managing the handling of residential and commercial accounts set up, data entry and account maintenance.
• Responsible for the oversight of service technicians schedules and rescheduling based on any type of conflicts.
• Handling difficult or escalated customer issues, ensuring issues are resolved and effectively communicated in a timely and professional manner.
• Monitors, reports, and analyzes the call center's performance (individual, team, department, and company) and makes recommendations to improve performance regarding quality, productivity, customer experience, and company objectives.
• Ensures all administration functions such as customer specialized reporting are done within service level and quality standards.
• Manages Fresh Desk tickets and ensures that all customer requests are followed up on.
• Escalates key business or technical issues to the management team and leads communication across other departments.
• Detailed tracking of KPIs and SLAs and keeping everything on schedule.
• Assists with development of the strategic plan/goals for the department through the ongoing evaluation of processes, policies and procedures. Recommends change when appropriate.

• 2 – 5 years of supervisory experience.
• Well versed in call centre management fundamentals, including performance KPIs, volume trending and metric interpretation.
• Highly experienced with customer experience drivers and related performance metrics.
• Experience in scheduling of field technicians servicing both commercial and residential customers.
• Experience in administrative tasks including invoicing and AR.
• Industry‑specific knowledge regarding operations, policies and terminology.
• Outstanding verbal and written skills.
• Excellent organizational, administrative, and analytical skills.
• Ability to work under pressure in a high‑volume environment.
• Strong proficiency with MS Office (Outlook, Word, Excel, PowerPoint).
• Bilingual English/French is an asset.

• Paid during training.
• Medical, dental and vision benefits.
• Employer‑matched RRSP program up to 3.5 % of base salary per year.
• Paid sick and vacation days.
• Short‑term and long‑term disability.
• Life insurance.
• Competitive compensation.
• On‑demand pay – access to your paycheck as soon as it is earned.

Seniority level:
Mid‑Senior level.

Employment type:

Full‑time.

Job function:
Administrative.

AI technology may be used in selecting candidates for interviews. Rentokil‑Terminix is an equal opportunity employer. If you require any accommodations at any point during the interview process, please get in touch with our HR Department. Rentokil Canada Corporation is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply for positions.

Rentokil Canada Corporation is committed to provide accommodations to applicants with disabilities throughout the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Please ensure to inform us if you require accommodation during any stage of the recruitment process.