Calltronix Contact & Training Centre is a business communication and collaboration process automation company that utilizes the latest technologies and best industry practices to improve productivity, efficiency and accountability within organizations.

REFNO:
Sup-CC

Reports to:
Head of Operations

Job Summary

The customer service team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include motivating, recognizing and rewarding, coaching, counselling, training, and problem solving.

Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staff training, telemarketing, scheduling and reward/recognition programs.

Essential Functions

Providing daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
Providing statistical and performance feedback and coaching on a regular basis to each team member
Writing and administering performance reviews for skill improvement
Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
Ensuring employees have appropriate training and other resources to perform their jobs
Responding to and resolving employee relations issues expressed by team members
Creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level
Addressing disciplinary and/or performance problems according to company policy.
Preparing warnings and communicating effectively with employees on warnings and making effective/appropriate decisions relative to corrective action as required
Assisting the manager with daily operation of the contact centre to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs
Working as a member/leader of special or ongoing projects that are important to area/process improvement
Sharing continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
Establishing work procedures and processes that support the company and departmental standards, procedures and strategic directives
Using appropriate judgment in upward communication regarding department or employee concerns
Taking lead in providing briefs with management and team
Providing support where required to the Operation Manager
Preparing daily and weekly reports and presentations
Duties, responsibilities and activities may vary from time to time with or without notice
Comply with all Workplace Health & Safety (WH&S) policies and procedures

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