VA Superviser Team Leader

Duties and Responsibilities
Effectively interact with team members who have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members.
Coach team members on their performance on a regular basis, and write and deliver bi-annual performance ---------- municate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
Consistently monitor team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution.
Maintain relationships within the supporting business units to help resolve issues related to team members, e.g., Human Resources, Warehouse, Quality, Planning team etc.
Through coaching, ensure Agent metrics are achieved,
Actively take end-to-end ownership of employee issues that require liaison with others.
Consistently use and promote Company recognition programs and develop and promote performance ---------- et or exceed all deadlines for reporting.
Be proficient at analyzing trends and creating action plans that determine a ---------- monstrate teamwork by supporting and assisting other Teams
Effectively use business standard oral and written communication skills on a daily ---------- ing strong communication skills, participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc.
Act as a change agent and demonstrates flexibility by working varying shifts and providing leadership during unanticipated events.
Take on additional duties on project or site committees while maintaining daily duties
Maintain phone skills while applying knowledge to day-to-day project experiences.
Qualification:
• High school diploma or equivalent (required)
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to work a variety of shifts, including days, evenings and holidays