Team Lead

The Team Lead will act as a contact point for all aspects of operations within their responsibility. Each Team Lead will have a team of 10-15 Customer Service Specialists, depending upon the call type they support.

Shift: 11am - 7pm

Days off: Monday/Sunday

Required Language(s): French/English

Principal Responsibilities:

• The Team Lead will be supporting both the Roadside Assistance and Connected Drive in Canada.
• Each Team Lead will be responsible for meeting internal and external service level metrics and will be the point of contact for all Specialists on duty during their shift. The Team Lead will be the point of escalation for any situation on the production floor.
• The Team Lead owns service level achievement and quality improvements for the team and shift schedules. Performance follow-up and compliance with operational procedures, thus ensuring operational excellence, and continuous improvement is driven from the Team Lead level.
• Keep the team abreast of customer needs, specifications, targets, development process, design standards, techniques, and tools to support task performance.

Qualifications:

• Requirement: Must be fluent in French and English
• 2 - 5 years of Call Center Experience
• Experience managing Call Center Metrics and achieving service level goals
• History of managing direct reports without direct supervision
• Proficient in Excel, Word, Microsoft Outlook Email
• Excellent written and verbal communication skills
• Demonstrate computer literacy through a series of tests both remote and on-site
• Ability to work a flexible/rotating shift a must - weekends included
• Superior interpersonal, team building, and organizational skills