Can Contact Center T2 Team Lead Job in Edmonton for Fluent Home | Jobs.ca
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Can Contact Center T2 Team Lead

May 10 2021
Industries Security
Categories Trades, Technicians, Construction
Edmonton, AB
Fluent Home’s Contact Center Team Leaders are highly motivated, results driven individuals who exemplify an “Attitude of Service” for their clients and teammates. You will work closely with our contact center agents while providing coaching and guidance to ensure our clients’ needs are properly attended to. Our goal is to achieve a one “call” resolution while providing a world class experience with every interaction. As a result, your tasks will vary.

Contact Center Team Leaders communicate effectively with our clients, agents, and senior management in both written and verbal form. Adaptability and the willingness to take risks are traits that are highly desirable for this role.

Responsibilities
· This will be a Tier 2 lead position, Tier 2/Tech Support experience preferred.
· Responsible for assisting with client phone calls/chat/email in the contact center each day as designated by Leadership

· Responsible for Agent Development (call shadowing, agent feedback/one-on-ones)

· Effectively identify/address agent training needs and manage up

· Ensure assignment/completion of tasks/projects assigned by Leadership

· Drive key metrics as set by Leadership

· Set and communicate expectations with agents

· Encourage creativity and risk-taking

· All other tasks as reasonably required for the position

Qualifications

The ideal candidate for this position will have the following qualifications:

· Substantial knowledge of Microsoft Office suite, including Word, Excel, and Outlook

· Must be a steward of the “Attitude of Service”

· Must have superior communication skills

· A solid understanding of the need for confidential handling of company information

· An ability to communicate with individuals at all levels of the company including but not limited to senior management, company executives, and the representatives who report to him/her

· Must be motivated by helping, and inspiring others

· Excellent attendance record, and ability to work extended hours, holidays, and/or weekends as needed

· Excellent technical troubleshooting skills (computer & alarm system)

· Must have a minimum of a High School Degree

· The completion of some post-secondary education is preferred but not required

· Must have an excellent command of the English language

· Must have a minimum of two to three years of call center leadership experience

PHYSICAL DEMANDS:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this position. Must be able to see and

hear; write and speak the English language; stand, walk, bend, file, and have the ability to sit for long periods of time in front of a computer. This individual must have considerable dexterity in his/her hands, fingers and wrists.

JOB SCOPE:

This job involves regular and recurring work situations with a high level of complexity.



I am agreeing to the statements contained in this job description. These statements reflect general details as necessary to describe the principal functions of this job, the level of knowledge and still typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in the other functional areas to cover absences or relief, to equalize peak work periods or otherwise balance the workload.

I understand that promotion and other employment decisions are also based on company needs, being in good standing (including lack of disciplinary actions), fully competent performance, and other non-discriminatory issues.

I fully understand that failure to perform any of the standard requirements, responsibilities and duties is grounds for disciplinary action.




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