Supervisor/Team Leader
Description
A Team Leader is charged with creating and managing a customer service team of 10-20 people, who consistently exceeds performance goals for responding to customer inquiries.
Key Competencies:
- Leadership
skills: ability to listen, provide constructive feedback and support to
customer service representatives, to develop strong sense of team and
develop CSR’s skills
- Team
management skills: conflict resolution, being able to manage employees’
expectations, identifying and implementing strategies for building team
effectiveness and cooperation, provide encouragement and inspiration to
the team, lead cross-functional teams
- Verbal
and written communication skills to provide guidance to team members and
to handle customer contact from a variety of sources. Ability to
communicate effectively through various communication channels with team
members, customers and senior management
- Analytical
thinking/problem solving skills: to review and act on performance metrics
and address problems efficiently
- Knowledge
of contact centre business issues: trends, applications, scheduling,
project management and ensuring that customer expectations are met
- Knowledge
of contact centre business and management processes, including change
management techniques and processes as well as innovative approaches to learning
and training
Experience/qualifications:
- 2+
years of related Team Leader/Supervisor experience
- Post-secondary
education or equivalent experience
- Customer
contact centre experience preferred
- Exceptional
understanding and command of the principles of coaching and feedback, with
the ability to provide effective feedback across a wide variety of roles,
performance situations and employee personalities and learning styles
- Superior
interpersonal skills and ability to effectively listen and communicate
complex information in a clear and concise manner to motivate and inspire
Benefit Specialists to higher levels of performance
- Communicates
effectively and appropriately; uses good judgment as to what to
communicate and to whom, engages the contributions of people at all
levels, embraces diversity and can prepare effective written documents
- Must be
able to work well in a team environment
- Bilingual
a plus
Note:
To apply, please go to http://www.kencall.com/cats/careers and apply Online. Applications through
any other channels will NOT be accepted.
