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Bilingual Call Center Team Lead in Winnipeg,MB at Stericycle

Date Posted: 4/22/2018

Job Snapshot

Job Description

FineLine Solutions is looking for an energetic individual to help support our customer experience experts in Winnipeg.

This position supports the delivery of superior customer service by ensuring inbound calls are answered effectively and efficiently throughout the day. This includes supporting call center hourly staff with challenging calls, understanding scripts, assisting with training responsibilities and timely delivery of key business metrics and service level agreements. The primary function of this role is to help solve escalated calls for certain clients, assisting Donor Services Liaison with any campaign-related questions and provide overall operational support for their program.
1)Handles escalated calls from Donor Services Liaison regarding questions about campaign or client services to provide consistent resolution and execution. Communicates feedback concerning issues and challenges from Donor Services Liaison to appropriate Operations and Client Services teams.
2) Provides Donor Services Liaison support and coaching regarding call escalation and resolution.
3) Provides KPI and service level data to Client Services or other reporting needs on a weekly or monthly basis. Works closely with Client Services and audits operations deliverables to ensure client objectives are being met.
4) May assist or provide feedback with new client scripting quality checks or implementations and call flow on screens.
5) Monitor Desktop Queues to ensure Client Service Level/Metric Targets being met.
6) May assist Supervisor with handling system emergencies with direction from IT department and/or appropriate vendor. Will also report system issues to Supervisor and helps with updates to hourly teams.
7) Communicates non-compliance with company policies and procedures to the Supervisors as needed. Monitors and conducts Quality Assurance calls.
8) May assist with new hire orientation or client education.
9) May respond to inbound calls in unusual peak volume situations.

Job Requirements

Education and Experience Required (including certifications and/or software requirements for the position):
High school diploma or GED, demonstrating excellent customer service and contact management skills.
Two or more years of excellent support experience in a customer service/professional environment. Demonstrates proficiency in Microsoft Windows, Excel, Access and Word
Experience using and monitoring phone desktop applications
Bilingual in English and French
Key Competencies (Non-technical Behavioral Skills, i.e. presentation, negotiation, customer service skills),
: Demonstrates excellent customer service and contact management skills.
Demonstrates the ability to manage multiple projects simultaneously, gain a thorough understanding of the project assigned, and ensure that the project is completed on time and per specification.
Demonstrate a positive, energetic and enthusiastic attitude contributing to a positive work environment. Inspires high level of performance by providing encouragement and promoting self-esteem.
Demonstrates the ability to review and proofread work for accuracy and completes specific aspects of assignments, as directed. Concentrates on tasks at hand, even in distracting work environments.


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