Call Centre Team Lead

  • Company:
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
  • Posted:
    2 months ago
  • Category:
    Customer Service

Dynacare is currently looking for a Call Centre Team Lead to join their team in Montreal, Quebec.This is a full-time role working Monday to Friday between 12 PM to 8 PM,rotationalshiftsonSaturday.The Call Centre Team Lead is accountable for providing leadership to the Tele-Interview Customer Support team in our Montreal, QC office.The incumbent will report directly to theManager, Admin Support,Tele-Interviews.Responsibilities:Manage department(s) day to day operations and communicatesconcerns impactingservice levels to Manager.Professionally handle customer escalationstransferred by thefront-line staff.Works directly with staff in conjunction withManager to achieve operational goals.Recommend changes to maintain high level of productivityin conjunction with theleadership of Manager.Coaches and mentors staff on operational and quality errorsand provide directionas appropriate.Monitor and adjust department workflows with the goalof ensuring optimal efficiencyand to exceed team targets.Creates a positive working environment by listeningand solicitingemployeefeedback.Provide assistance to employees with thedevelopment, interpretation,implementation and updates of the department’s related policies, procedures, and manualsas required.Utilize Contact Centre measurements and technology to make recommendations toreduce abandon rates, average speed of answer and increased service levels.Work with Manager to ensure department is appropriately staffed at all times.Participates and assists with the interview and hiring process,training, motivation, andevaluation.Communicate and document issues andcomplaints (as required) to Manager.Reinforce strategic objectives by ensuringaccuracy, quality and productivity.Must have:Post-SecondaryDiploma or equivalent3 – 5 years of experience withina similar roleor industryStrong, proven ability to problem solvecomplex customer situations/concernsExcellent commandof English and FrenchDemonstrated leadership skillsDemonstrated knowledge of Call/Contact Centre methodologies,systems, processes.Continuous improvement mindset of bringing forward recommendations,collectingdata and implementing solutionsProven ability to handle customer escalations in a professional, helpful mannerProven ability to work in a fast paced,sometimes stressful environmentNice to have:Lean Six SigmaGreen BeltKnowledge of CISCO ContactCentre platformsKnowledge of Medical Terminologyis considered anassetExperience withCRM platformsDNA of An Ideal Dynacare EmployeeI make a difference in people’s lives.I am a caring, collaborative team-playerwho is passionate about quality and continuousimprovement.Caring – I demonstrate strong empathy and genuine concern for my colleagues,patients andcustomers.Collaborative Team Player – I know I play a key role in helping the Dynacare team achieve success.I am comfortable in a changing environment, and I can easilymanage multiplepriorities.Passion for Quality and Continuous Improvement – I am always looking to learn and solve problems. I am detailed oriented, adaptableand find ways to makethingsbetter. Dynacare has been a “Top Employer” for many years and there is a reason why.We are a great place to work.At Dynacare, we’re proud to hire the best people.If you are looking for a meaningful career where you can support healthy lives with commitment and care – we would like to meet you. To apply for this position, you will be asked to submit your resume and complete the application process.If your qualifications and experience fit with this position, we will contact you to learn more.We offer competitive pay and great benefits, along with the opportunity to grow and thrive with a dynamic, successful company.We hope you will join us in ourjourney to become Canada’s healthand wellness solutions leader.Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement and fair treatment of all individuals.We believe that our diversity is our strength so we employ a diverseworkforce and respect the needs ofall our employees. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and the DynacareAccommodationPolicya request for accommodation will be accepted as partof the Dynacare hiring process.