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Call Center Team Lead in Winnipeg,MB at Stericycle

Date Posted: 4/24/2018

Job Snapshot

Job Description


FineLine Solutions is currently looking for a bright, energetic person to lead a team.

This position is responsible for the delivery of superior customer service by ensuring calls are answered effectively and efficiently throughout the day as well as the day to day training responsibilities. The primary functions of this role are supervising overall call traffic, processing incoming calls, resolving escalated calls, dispatching supervisory calls, assisting Customer Experience Experts with any client related questions and ensuring the Experts’ adherance to schedules, policies and procedures.

Key Job Activities:
Serves as traffic, floor and general supervisor; directs phone flow and takes staff questions to help with call management.
Performs Cues and Searches (Message and Temp/Special), as needed.
Provides customer service and delegates work as needed.
Monitors Experts for quality and training purposes during down times.
Reviews new and updated accounts with Experts (one-on-one).
Makes minor changes to Ultracom and on-call schedules as needed.
Remains alert to conversations on the floor.
Handles system emergencies with direction from IT department and/or appropriate vendor.
Ensures compliance with company policies and procedures.
Assists with Expert task assignments in the Supervisor's absence.
Monitors call traffic and makes adjustments based on call center traffic patterns.
Performs training for all call center staff (new hire, skill level, new business etc.)
Ensure staff has been updated on changes to existing business.
Utilize error data to support training efforts as well as maintain accurate training records.
Facilitate remote staff update meetings as needed.
Performs other related duties and special projects as requested.

Job Requirements


Education equivalent to a High School diploma/GED or the equivalent in related work experience.
Two years prior call center experience preferred.
Demonstrates experience handling complex (Level 4) customer calls.
Intermediate knowledge of the Infinity system and the associated call center systems.
Proficient in the English language. Bilingual (Spanish) a plus.
Demonstrates a good working knowledge of Microsoft Office applications.
Must have the ability to work a flexible work schedule (including nights, weekends and holidays).