Walk-in || Quality Analyst Team Lead

As Team Lead (Supervisor), You Will

• Manage and supervise CSRs
  
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
  
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
  
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
  
• Use critical thinking to develop solutions to improve business performance and partner success
  
• Motivate teams through relationship building and real-time coaching
  
• Develop incentive programs to motivate CSRs to achieve desired outcomes
  
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
  
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
  
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
  
• Gain expert level knowledge on all partner products and promotions
  
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
  
• Act as a role model and exemplify our 10 Things (cultural values)
  

As Team Lead (Supervisor), You Have

• 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)
  
• 3-6 years of experience in the contact center and/or customer service industry, with at least 2 year in a Team Lead/Supervisory role
  
• Experience dealing with escalated issues in a contact center capacity
  
• The ability to type 30 WPM with accuracy
  
• 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

Address Below :

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