09 Jan

Team Leader Contact Centre Jobs Vacancy in Foresters Financial Toronto

Position
Team Leader Contact Centre
Company
Foresters Financial
Location
Toronto ON
Opening
09 Jan, 2018 30+ days ago

Foresters Financial Toronto urgently required following position for Team Leader Contact Centre. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Team Leader Contact Centre Jobs Vacancy in Foresters Financial Toronto Jobs Details:

The Team Leader, Contact Centre manages the day-to-day operations of the contact center, including but not limited to driving workforce efficiencies, customer service, reporting, coaching and performance management. The Team Leader will ensure a consistent and exceptional service experience for existing customers. The Team Leader drives engagement from the entire team and ensures that the team is able to overcome obstacles and deliver results. The role manages the processes to ensure compliance with Foresters policies, procedures, and continuous process improvement. This role will also ensure the timeliness, quality and effectiveness of all processes performed within a given area of responsibility. The Team Leader will also play a key role in supporting the implementation of major change initiatives.

Key responsibilities/accountabilities
Build, manage and sustain a high performing inbound contact center team ensuring that service and quality objectives are being attained and exceeded
Provides frequent, direct coaching and development to team members including daily huddles, weekly 1 on 1 coaching, development planning and goal setting
Supports and encourages participation, creativity, learning and accountability
Responsible/ accountable for onboarding, training of new hires
Conducts full review of escalated calls to provide complete end to end resolution by weighing the financial and customer impacts
Facilitates and/or lead quality excellence amongst team members on special projects as required
Builds effective relationships to ensure cross functional operations are optimal
Acts as a change ambassador to ensure successful implementation of new processes, procedures, system, etc.
Evaluates SCR phone calls on a regular basis and scores calls based on internal quality standards
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
Key qualifications/competencies
Minimum 5+ years of progressive experience in a call center leadership role
Strong people leadership skills with the proven ability to create and lead high performing teams through effective employee selection, motivation and performance management techniques / programs
College Diploma or University Degree is an asset
Strong sense of personal accountability autonomy, confidence and flexibility
Strong problem solving and analytical skills to identify and report on team's progress, business trends, initiatives, customer and employee concerns
Must have the initiative and ability to look for and champion improvement opportunities
Passion for customer service and team development with an ability to energize and motivate others
Must be collaborative, adaptable to and balance on-going changes and lead by example
Demonstrated ability to prioritize workload, works effectively under pressure within a fast paced environment
Strong interpersonal skills to effectively communicate with internal and external customers
Intermediate to advanced level proficiency with contact center technology and computer applications (Agent monitoring software, Microsoft Office, Power Point, Word, Excel)
Understanding and knowledge of relevant employment legislation and experience with performance management
Competency in French is an asset.
Additional Information

Hours of Operation:
Location – Don Mills & Eglinton
Business hours are from 8:00 a.m. and 8:00 p.m., Monday to Friday
This role requires flexibility with the business hours a rotational basis.
Flexibility for periodic weekend shifts and statutory holidays may also be required to business needs
Foresters Financial is committed to supporting diversity and accessibility. If you require an accommodation throughout the recruitment process, we will work with you to meet your needs.


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