Manage and supervise production staff in compliance with company standards of conduct and local HR compliance regulations including Payroll and Hours Management, Coaching & Development, Process and Policy Adherence.
● Ensure proficient training, professional development, and employee engagement is sustained in order to prepare, grow and retain employees
● Manage operational performance to meet Key Performance Indicators’ (KPIs) and Service Level Agreements by providing optimum quality & service
● Interpret and analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
● Develop solutions, strategies and action plans to improve business performance and client success
● Use critical thinking to investigate and develop solutions to address ad hoc issues
● Motivate the team through relationship building and real-time coaching
● Collaborate with other departments within the organization (HR, IT, etc) to resolve issues
● Bring in-depth operational knowledge and a thoughtful point of view when participating in client meetings
● Gain expert level knowledge on all client products and promotions
● Demonstrate a positive work ethic and commitment to achieve the best possible outcome
● Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner● Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment● Ability to type 30 WPM with accuracy● Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset● Ability to use spreadsheet applications to maintain and develop operational reporting● High school diploma or equivalent required● Some post-secondary education or completion of a post-secondary degree with a major in Business will be considered an asset. A combination of education and work experience will also be considered● 1-2 years’ experience in the call center and/or customer service industry, with at least 1 year in a TeamLead/Supervisory role● Must have experience dealing with escalated issues in a call center capacity● Ability to work a variety of shifts, including days, evenings, and holidays