Team Leader

As a Team Lead, you are accountable for the performance of a team of call center agents to deliver superior customer service to our customers through consistent coaching and mutual responsibilities. You will also lead and develop your team to exceed departmental goals. The role also entails data analysis, implementation of staffing, training for technical and/or sales-related skills and behaviors, as well as scheduling and supporting reward/recognition programs.

Also, creating plans to successfully coach your individual team members to achieve success across all key performance metrics and AHT is a major part of your role. And just as important, you will be regularly partnering with the Workforce team and Head office teams (i.e. Finance, HR) to manage the overall performance of your agents.