The Team Leads will be responsible for managing day-to-day operations, call, email, chat, forum, and social media support interactions quality, performance according to the relevant service level metrics, compliance to guidelines and policies for providing the Services.
The Team Lead’s responsibilities include but are not limited to the following:
Client’s expectation of team leads is that 70% of their time is dedicated to coaching, shadowing and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement.
Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents.
Able to adjust messaging to different target audiences (agent, Ops Manager, client) with to-the-point communication.
Able to adapt quickly to changes in workflows/processes/procedures/product features.
Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
Able to clearly outline current performance drivers of their market and actions to improve.
Always maintain a professional and personable demeanor.
This role is taking place ONSITE in St. Catharines, ON.