The Team Lead - Customer Operations (CORE) manages the day–to-day planning and operation of Amplia’s Contact Centre to exceed the required service level and quality standards.

JOB SUMMARY

The Team Lead - Customer Operations (CORE) manages the day–to-day planning and operation of Amplia’s Contact Centre to exceed the required service level and quality standards. This role is responsible for supervising and developing a team of Professionals to ensure a highly knowledgeable and customer-focused team. 

MAIN RESPONSIBILITIES

• Delivering service excellence daily in keeping with Amplia’s Customer Service Philosophy.
• Provide daily leadership, support and guidance to the Customer Service and Technical Support Professionals in exceeding established objectives and general coaching to achieve high levels of service consistently.
• Provide prompt assistance to a team of Professionals with questions related to products and procedures.
• Create and maintain a high-quality work environment that fosters team commitment and employee engagement.
• Inspires and motivates the team by constantly communicating with them, being open to opinions and following through on commitments.
• Resolve escalated customer issues timely and efficiently in order to provide an effective resolution.
• Ensure updated and correct company information is circulated to the team at all times, to avoid friction, miscommunication and employee dissatisfaction.
• Assist in the management of staff rosters to meet anticipated business requirements to the agreed standards.
• Work closely with the Quality Assurance Officer to monitor and evaluate the Contact Centre Professionals’ performance including customer service skills, job knowledge and attendance.
• Identify the system and workflow improvements needed to enhance the team's efficiency.
• Make recommendations for product and process development based on customer feedback and analysis of same.
• Assists the manager with daily operation of the call centre to include the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs.
• Liaise with other Team Leaders to ensure a consistent approach to management of the team of Professionals.
• Work closely with the HR Department on all HR-related issues affecting team members including conducting appraisals, confirmations, promotions, enforcing the disciplinary process and terminations.
• Maintain confidentiality and address personnel issues sensitively and appropriately in accordance with the relevant established procedures.
• Ensure updating of recordings in the IVR and upload the relevant messages on a timely basis, post coordination with Manager – Contact Center (CORE).
• Monitor the breaks and login / logout schedules of staff along with occupancy status.
• Analyse the volume of contacts responded to and abandoned on daily basis to ensure defined service levels are achieved.
• Prepare and submit daily /weekly/ monthly Reports and Remedial Plans for relevant statistics to the Manager – Contact Center (CORE).
• Performs the duties of the team of Professionals as needed with the highest level of quality.
• Recruit and continuously train the team of Professionals.
• Work in partnership with all other departments to continually increase profitability.
• Represent the company at company events to sell, demonstrate and provide support on our products.
• Perform any other duties related to the job function.

REQUIREMENTS

• BSc. Management or Information Technology or equivalent job knowledge is desired. 
• A minimum of three (3) years previous experience leading or supervising a team of Contact Centre representatives strongly desired. 
• Experience with Cisco or similar product or at least some experience working with ACD applications. 
• Experience in Telecommunications or related field would be an asset. 
• Knowledge of contact centre fundamentals is required.
• Must possess the ability to be an effective leader and role model for employees.
• Ability to develop strong rapport with assigned team and provide guidance and counselling.
• A good understanding of quality customer service principles is necessary for this position.
• Strong interpersonal skills and the ability to communicate with many different levels of management.
• Strong analytical, organizational reporting and multi-tasking skills.
• Strong computer skills and demonstrate proficiency and experience utilizing CRM software.
• Proficient in Word, Excel and PowerPoint for presentations and reports required.
• Basic typing skills and complete familiarity with a computer keyboard.
• Excellent time management skills.