Team Lead (Supervisor)

About the role

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

Responsibilities

• Manage and supervise Customer Service Representatives (CSRs)
• 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
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Use critical thinking to develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real-time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes
• Collaborate with the Operations Support Team/and or Workforce Management Team to coordinate changes in staffing schedules
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
• Gain expert level knowledge on all partner products and promotions
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Act as a role model and exemplify our 10 Things (cultural values)

Requirements

• A high school diploma or equivalent (required)
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity
• The ability to type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to work a variety of shifts, including days, evenings and holidays

Qualifications

• High school diploma or equivalent
• Some post-secondary education or completion of a post-secondary degree with a major in Business
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity

Skills

• Expert level knowledge on all partner products and promotions
• Ability to type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive)
• Exceptional time management, organizational and prioritization skills
• Ability to work a variety of shifts, including days, evenings and holidays

Benefits

• Industry-leading medical, vision, and dental benefit plans paid by the employee
• Paid time off and sick time leave benefits (where applicable by legislation)

Pay

Compensation is commensurate with experience.

Schedule

Flexible schedule to accommodate the needs of the team and the business.

Benefits

• Industry-leading medical, vision, and dental benefit plans paid by the employee
• Paid time off and sick time leave benefits (where applicable by legislation)