Job Details
Skills And Tools:
Job Description
Job Description
About IntouchCX:
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
Overview of Position:
The English Team Leader will play a critical role within IntouchCX, by providing front-line supervision to the CSRs, and ensuring quality service is provided in all customer interactions. They will also represent our clients by learning and maintaining the knowledge of our client’s brand and philosophy, as well as products, promotions and processes .In addition, the incumbent will act as a coach, advocate and role model for the CSRs and will be responsible for promoting professional and personal development of individual team members by administering performance evaluations, training, progressive disciplinary actions, and career aspiration plans.
Essential Functions:
● Manage and supervise production staff in compliance with company standards of conduct and local HR compliance regulations including Payroll and Hours Management, Coaching & Development, Process and Policy Adherence.
● 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 by providing optimum quality & service.
● Interpret and analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas.
● Develop solutions, strategies and action plans to improve business performance and client success
● Use critical thinking to investigate and develop solutions to address ad hoc issues
● Motivate the team through relationship building and real-time coaching
● Develop and deploy incentive programs to motivate agents 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 resolve issues
● Bring in-depth operational knowledge and a thoughtful point of view when participating in client meetings
● Gain expert level knowledge on all client products and promotions.
● Demonstrate a positive work ethic and commitment to achieve the best possible outcome
● Act as a role model and exemplify company’s 10 cultural values (Our 10 Things)
Job Requirements
Critical Skills:
● Must be fluent in English with B2 Level.
- Possess 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
● Ability to type 30 WPM with accuracy
● Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
● Ability to use spreadsheet applications to maintain and develop operational reporting
Educational/Work:
Experience Requirements:
● College graduate
● A combination of education and work experience will also be considered
● 1-2 years’ experience in the call center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role.
● Must have experience dealing with escalated issues in a call center capacity
● Ability to work a variety of shifts, including days, evenings, and holidays