Senior Team Leader (Supervisor)

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 Senior Team Lead directs and manages all operational activities in assigned area and contributes to the sites overall strategic direction. The incumbent provides leadership at site to Team Leaders, Customer Service Representatives ensuring production objectives and performance standards are met.

ESSENTIAL FUNCTIONS
  • Ensures proper planning, staffing, and direction of the operational functions of the division
  • Reviews all operations performance daily to ensure optimal production is reached, (CSR2 and Team Lead Productivity)Manages and supervises Team leads and large production staff
  • Ensures proficient training, staff development, and effective employee relation/recognition is achieved for all operational personnel
  • Maintains and develops pertinent operational statistics, financial management information, and results reporting
  • Supports Business Development Initiatives and contributes to the design and implementation of client marketing plans
  • Responsible for ramp-up drives/goals for the call center
  • Data Analysis, highlighting and enhancing Key Performance Indicators (KPI’s) - Productivity Management, for Voice, Chat and Email.Meets targets on overall business level & ensuring desired Service Level Agreements are met with optimum quality & service
  • To develop and deploy motivational/incentive schemes on the floor
  • To review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement
  • To authorize and coordinate changes in staffing schedules through the Operations Support teamTo participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program 


JOB REQUIREMENTS 
  • The ideal candidate is smart, hard-working, and loves a challenge, is  a strong leader who knows how to engage others, and be a good team player
  • Problem solver, who loves coming up with creative solutions for problems of all sizes
  • Ideally with  2 years experience in the call center industry with at least 2 years of experience in an operations management role, including working with cross-functional teams/groups
  • Experience in client relationship management and front-line supervisor development
  • Excellent communication skills; listening, verbal and written
  • Excellent organizational and time management skills
  • Experience with maintaining and developing operational statistics, financial management information, and results reporting
  • Intermediate proficiency in MS Office and Google Suite systems

EDUCATION REQUIREMENTS
  • High school diploma or equivalent required
  • Post Secondary education is considered an asset

Want to apply later?

Type your email address below to receive a reminder

ErrorRequired field

Apply to Job

ErrorRequired field
ErrorRequired field
ErrorRequired field
ErrorRequired field
insert_drive_file
insert_drive_file