Team Leader, Outbound Call Centre

Position: Team Leader, Outbound Call Centre
Industry: Marketing/Sales
Tenure: Full-time, Permanent
Location: North York
Base Salary: $30,000-$34,000
Benefits: Full (after 3 months)
Number of Positions: 2

Requirements

• MINIMUM 2 YEARS EXPERIENCE IN A TEAM LEAD/SUPERVISOR POSITION IN AN OUTBOUND CALL CENTRE A MUST!!!!!
• Experience managing an inbound call centre a plus
• O.S.S.D required
• Post-secondary education a plus, preferably Business and Sales & Marketing Programs
• Specific knowledge and demonstrated experience of best practices
o Leading a team of DMA’s
o Coaching and Monitoring DMA’s for results
o Team building
o Performance management
• General knowledge of predictive dialing technologies.
• Experience of inbound and outbound programs
• Knowledge and demonstrated skills in
o Microsoft Word, Excel, Internet Explorer
o Mathematical Aptitude
o Communications both verbal and written.
o Interpersonal Skills
o Time and priority management skills

Duties

• Provide supervision and develop call center skills to the DMA’s in order to achieve operational and organizational objectives
• Work with the Quality Assurance/Training Department
• Review program reports daily, identify performance gaps, determine root causes, and implement performance improvement initiatives daily.
• Update hourly sales boards with agents performance
• Lead the preparation and distribution of daily pre-shift communications to team.
• Maintain required team and coaching records
• Issue and track headsets and/or related equipment.
• Troubleshoots reports for accuracy.
• Attend daily, weekly, and monthly meetings with Operations Manager
• Clearly outline targets and expectations and initiates coaching plans to team DMA’s
• Provide motivation and support to Team
• Ensure incentives create an environment of fun and energy
• Conduct regular coaching sessions with direct reports.
• Conduct regular weekly one on one informal review with each agent
• Conduct regular documented performance reviews with direct reports (minimum every 3 months)
• Provide visible leadership by being present and available for team at all times.
• Provide daily, weekly, and monthly recognition to agents.
• Participate in internal projects as required from time to time.
• Conduct daily workstation checklist
• Provide daily QA feedback to agents
• Ensure all QA requirements are completed and returned for archiving
• Ensure the operational team meets program specific targets each month, including but not necessarily limited to, SPH, GCR, Quality, CPH, AHT, and Service Level Agreements etc.
• Maintain an efficient and positive work environment. Strive to maintain a turnover rate of less that 15% monthly annualized
• Assist with Training, Quality Assurance, IT, and HR when necessary to ensure that all cross-functional dependencies
are satisfied in a friendly and efficient manner.
• Ensure that Call Center appearance and environment meets SMT standards

If you are interested in this position and feel that you are qualified, please send your resume to dimitris@arrowprofessionals.com.