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
How To Apply
