Scope of Position

The Team Lead’s primary focus is to oversee the daily operations of the Contact Center (a key service delivery channel) and support the needs of Alterna’s members and customers. This individual assumes responsibility for the Contact Centre in the absence of the Manager, Inbound Member Engagement. This role is essential to ensure the Contact Centre’s sales goals/ call quality standards and operational key performance indicators are met/exceeded consistently through ongoing coaching, mentoring, and maximizing staff resources. This role leads by example in the delivery of excellent member service. The role requires the ability to exercise effective and efficient problem solving and creative thinking while providing resolutions to member/customer concerns in a professional, clear and concise manner

Key Responsibilities

• Cascades Contact Centre key performance goals and conducts performance reviews, identifies performance gaps, initiates corrective actions, following through on performance/coaching plans as necessary and makes recommendations, as required

• Creates/Fosters a positive work environment that supports employee engagement through an open door policy and relationship building.

• Actively supports Member Service Specialists by developing creative and innovative ways of meeting the needs of members/clients through the resolution of problems and member/client complaints

• Ensures all service standards, including compliance with internal and external requirements, are understood and consistently adhered to by all ’Specialists’

• Develops and grows staff capability through development and regular holistic performance coaching on an ongoing basis

• Conducts side-by-side coaching to ensure employees meet assigned sales goals for designated products and/or services and accurately tracks and records the results

• Evaluates employees by listening to calls remotely/completing the call quality scorecard

• Organizes, implements and assists in management, training and motivational activities for staff to ensure they are up-to-date and proficient in product knowledge and promotional campaigns, through daily pre-shift sales meetings and retail sales management disciplines

• Establishes a two-way working relationship with assigned team members to solicit views on current processes and procedures, potential changes affecting their work, continuous improvement opportunities, and revisions of current deliverables

• Participates in the interviewing, hiring and performance management processes for Member Service Specialists

• Administers attendance management and payroll processes

• Conducts daily/weekly and monthly analysis of ‘Specialist’ statistics and recommends/implements changes to ensure service levels are being met

• Launches employee quarterly incentives to support Member campaigns throughout the year

• Other duties as assigned

Expectations / Outcomes

• Delivers service that consistently exceeds member/client expectations

• Service standards and Performance targets are met. (productivity, sales, call quality metrics)

• Ensures attendance levels support business requirements

• Consistently exhibits a high degree of professionalism and positive attitude

• Provides a high level of support in a service/sales centric environment

• Ensures a high level of teamwork is being demonstrated through all employee interactions

• Ensures employees have the necessary training and tools to service member/client in a knowledgeable and confident manner

• Ensures consistent adherence to all regulatory requirements, policies, on line modules, standards and work expectations

• Drives employee satisfaction results through yearly employee engagement survey or 360 feedback process.

Qualifications

• Fluently bilingual (English/French) both verbal and written a strong Asset

• The ideal candidate has at a minimum 3 years Contact Centre Operations / Team Leader experience.

• Post-secondary diploma or degree or equivalent work experience.

• Advanced knowledge of Microsoft Applications including Word, Excel, PowerPoint Office

• Knowledge of banking systems and processes an asset

• Ability to work flexible hours including Monday to Friday 9-6 and occasional Evenings and weekends.

• Exceptional sales and service knowledge and experience

• Excellent verbal and written communication skills

Competencies

• Ability to demonstrate leadership through effective mentoring, coaching and development of staff to achieve results

• Acts with integrity and professionalism and emulates corporate values

• Supports an environment that recognizes respects and welcomes diversity of people and supports continuous learning

• Excels at fostering teamwork and partnership within the Contact Centre and with all employees throughout the organization to achieve success

About Alterna Savings

Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking® for over 115 years creating financial services that transform lives for the better, all while giving back to our community. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.

Alterna is the first full-service, member-owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network comprised of 40 branches across Ontario, a call centre and multiple digital channels. Members and customers also benefit from an industry-leading online brokerage and investment management services.

To learn more about Alterna Savings, please visit alterna.ca, X, Facebook, Instagram, or LinkedIn.

Working at Alterna

We are incredibly proud of our corporate culture, embodying our core values: Collaboration, Integrity, and Respect, where everyone works together towards a common goal; the financial wellbeing of our employees, members, and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for eight years running.

• We appreciate all applicants; however, preference will be given to candidates who most closely meet the qualifications, key skills, and competencies outlined above.

• Alterna is compliant with the Ontarians with Disabilities Act and our team strives to provide an accessible accommodation experience. If you have a disability and require accommodations during the recruitment process, please contact our Recruitment Team and let us know how we can accommodate you.