Team Lead, Customer Service

Join Our Team as a Team Lead, Customer Service
Job Type: Permanent, Full-Time

Expected Compensation: $75,500 to $82,000 per year (depending on skills and experience) + Excellent Benefits

Role:
Existing Position / Current Vacancy

Are you ready to make a difference in the telecommunications landscape?

At the Commission for Complaints for Telecom-television Services (CCTS), our goal is to provide impartial, fair and effective complaint resolution services, data and insights to telecom and TV consumers and service providers. We offer a free service to Canadians, and we need professionals like you to help us uphold our commitment to fairness and accountability.

Why CCTS?
At the CCTS, we believe in the power of connection - both in the services we deliver and the talents we cultivate. We are more than just a dispute resolution company; we are innovators, and problem-solvers dedicated to ensuring positive experiences for telecommunication and TV consumers and service providers. If you are looking to make a real impact in a dynamic environment, you have come to the right place!

Your Role
As the Team Lead, Customer Service you are integral to the culture and smooth functioning of one of our Contact Center. You are responsible for the hands-on leadership and support of a team of Customer Service Representatives (CSRs). You will monitor performance and set goals, provide guidance and coaching to your team, resolve escalations to ensure accurate and consistent service delivery across all contact channels, including phone and written communications.

Our Ideal Candidate
Our ideal candidate has strong ability to foster relationships, gain buy-in and inspire others to deliver their best work. They can plan their own work and the work of others to support an effective, positive, and engaging workplace. This candidate thrives on supporting their team, and ensuring they have the tools and resources necessary to succeed, while still comfortable to deliver difficult information and feedback to help staff grow.

Your Responsibilities

Answer all employee questions related to CSR job duties and Contact Centre responsibilities

Monitor and report regularly on team performance

Support the team by providing guidance, and effective feedback and coaching based on information collected through quality audits and observation, conduct regular performance check ins and annual performance evaluations, and address performance issues as per internal processes

Monitor and track attendance, approve time off requests in the HRIS and report unpaid absences for payroll purposes

Monitor daily workload and service level, distributing resources as required to respond to daily fluctuations

Lead team meetings and calibration sessions

Lead the initial training of new CSRs

Responsible for the preparation of ongoing training and calibrations

Respond to escalations from customers and service providers

Contribute to the planning, creation, and delivery of webinars and informative articles for service providers (PSPs) and customers

Identify themes and trends arising from complaints and elevate as needed

Assist the Manager, Contact Center with various tasks, and support other special projects, as may be required from time to time.

Must-Have Magic

You have a grade 12 high school diploma or equivalent

You have supervisory or management experience, at least 4 years’ worth, or a combination of education and experience

You have a minimum of 4 years' experience in a customer service, preferably within a call center environment

You have very strong communication skills, both verbal and written

You have proven experience with building a strong work culture, keeping your team informed and motivated

You have good knowledge and experience of MS365 products – Teams, Outlook,…