Team Leader (Supervisor) (Night Shift)

ABOUT US
24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191

ABOUT THE JOB
The Team Leader provides leadership and supervision to Customer Experience Associates (CEA’s) ensuring performance standards are met.  The incumbent provides leadership to ensure customer interactions are in-line with client service expectations.  This position requires an individual to possess strong interpersonal skills to motivate the team, expertise in computerized systems for quality monitoring and scheduling, as well as the ability to handle non-routine situations that may require adaptation of response or research to resolve

YOU WILL:
  • Provide front line direction to Customer Experience Associates (CEA’s) ensuring quality service is provided in each interaction
  • Ensure that payroll information is correct, on time, and accurate for their team of CEA’s
  • Assist with other teams when peers are absent or on leave
  • Promote professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity programs
  •  Negotiate, mediate, and arbitrate when required with customers or CEAs in order to resolve issues and meet expectations
  • Conduct advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries
  • Document and successfully communicates changes, and other information regarding customer accounts to agents to ensure accuracy and quality of service
  •  Learn and maintain extensive knowledge of client philosophy, promotions, products and processes to ensure quality customer service
  • Perform other duties as assigned

YOU HAVE:
  • Minimum 5 CSEC passes including grade 1 or 2 in English A and Mathematics 
  • A first degree would be an asset
  • Must have at least 1-2 years of supervisory, leadership and/or coaching experience
  • Strong leadership, analytical, problem solving and decision making skills
  • Ability to work in a fast-paced, hectic, changing environment
  • Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
  • Ability to work a variety of shifts including days, evenings, and holidays
  • Ability to perform intermediate mathematical functions
  • Ability to type 30 - 40 wpm minimum with accuracy
  • Must successfully pass a background check if required.
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

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