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Team Lead, Customer Contact Centre

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Customer Support
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01225 Requisition #





Searching for 

A great neighbour, who also delivers over-and-above customer service leadership.

Who is Rümi?

Pronounced "roomy" like a helpful roommate, Rümi is the trusted friend you’ve known for years. We are a solutions provider for homeowners, offering a collection of energy options, kitchen tools, SMART home tech, repair and maintenance services, in addition to a wealth of general home management advice. We also understand that many homeowners are business owners, and so we provide a selection of energy solutions, maintenance services, and renewable products tailored to Albertan businesses. 

Are you a talented, motivated individual who thrives in an

environment powered by entrepreneurial spirit and an inspired vision for the future? We want you on our team!

Anyone can recognize good customer service. But can you

deliver exceptionally ultra-fantastic awe-inspiring customer service and coach others to do the same? We sure hope so, because we’re looking for someone who thrives in delivering best-in-class customer service to join our growing team. You’re a natural leader with the ability to coach others. You take pride in your work and know that relationships matter. You know how to support and drive a team to excel in their positions. You’re a multitasker and can manage the day to day operations of our various teams and the Contact Centre. Above all, you know how to provide an outstanding customer service experience.

Our business is growing faster than you can read this

posting, and we’re looking for an outstanding Team Lead to help manage our unique Customer Contact Centre. We’re not building an ordinary contact center. We’re creating an environment that needs a lead who brings energy and thrives in a fast-paced atmosphere. You will be fully engaged and busy from the first day and we guarantee there will never be a dull moment.

DESCRIPTION

Rümi, Powered by ATCO is seeking a Team Lead that will carry out leadership responsibilities including supervising and coaching staff, recruiting, payroll and employee paperwork submissions, overseeing training and development, establishing objectives, employee relations and day-to-day performance management. You will oversee the day-to-day customer service operations, ensuring the customer service team is professionally addressing the ongoing customer needs in a timely fashion, and is committed to transforming the home services industry with a focus on maximizing home owner happiness.

RESPONSIBILITIES
  • Deliver and support operation excellence to ensure our customers, business and people are looked after
  • Be a culture champion by promoting and fostering all elements that drive our corporate culture
  • Monitor and manage Contact Centre performance to ensure quality and service goals are met
  • Manage staff success by creating goals, incorporating competencies, and providing constructive feedback for continuous improvement
  • Manage performance and feedback to all direct reports, addressing issues in a timely manner and providing ongoing development feedback
  • Ensure the timely resolution of customer complaints and maintaining a positive customer experience
  • Provide performance measurement using statistical measuring tools and removing obstacles preventing optimal team performance
  • Develop and implement operating policies and procedures, and recommend and implement changes designed to improve customer service while monitoring resources and cost implications
  • Define and deliver customer service and operations standards
  • Support the business planning, budgeting and finance strategies process for the department
  • Assist in drafting, updating, and maintaining shift schedules for Contact Centre staff
  • Lead departmental initiatives and projects as required
  • Provision of on-call coverage for escalation of critical network issues in a 24/7 environment
  • Ensure compliance with regulatory guidelines and standards
  • Communicate and clarify organizational, department and individual objectives and accountabilities to direct reports

QUALIFICATIONS
  • 5-7 years of experience working in a leadership capacity
  • 3+ years spent in contact center management or hospitality industry
  • Bachelor’s degree in Hospitality, Retail or Business
  • Thorough understanding of contact center operations, principles, and metrics
  • Experience developing and implementing contact center procedures
  • Familiar with contact center technology, including Automatic Call Distributor (ACD), and other contact center technologies (e.g. scheduling, call recording and monitoring systems)
  • High level of proficiency in Microsoft Office
  • Suite with intermediate proficiency in Excel
  • Experience in analyzing data, monitoring trends and developing action plans to address areas of concern
  • Knowledge of cost analysis, fiscal management, and budgeting techniques
  • Able to effectively communicate both verbally and in writing
  • Proven ability to operate effectively in a fast-paced, change-oriented environment
  • Highly effective people management, team building, interpersonal and relationship building skills
  • Excellent planning and organizing skills

We would like to thank

everyone for their application; however, only those being considered for an interview will be contacted.



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