Call Center Team Leader, Montréal

Published 2022-05-18
Expires 2022-06-18
ID #1002305454
Call Center Team Leader, Montréal
Canada, Québec, Montréal,
Published May 18, 2022

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Per annum
Occupation: Call center team leader

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I24 Call Management Solutions takes great pride in the strength of our award-winning team of agents and management support staff. We are internationally recognized for outstanding customer service and employee development having won multiple industry Awards of Excellence. We are an inbound call management center (no selling) which means we provide telephone support service to the customers of a variety of companies spanning several different industries right across Canada. Since our customers operate 24 hours a day, 7 days a week, our work schedules include day AND evening shifts. Team leaders must therefore be available to work between 7:00 am and midnight including weekends, on rotation with work schedules posted two weeks in advance. Because of the nature of our business, schedule flexibility in our domain is a MUST. Also to note, our work environment tends to be a busy one depending upon call volumes so you need to be adaptable in this regard. To be a team leader requires: - Prior call center experience - Bilingualism - oral and written French and English - Excellent communication and listening skills - Analytically oriented - Decisive and able to manage a busy work environment - Flexibility, adaptability and ability to prioritize - A desire to achieve excellence in customer service - Knowledge of Microsoft products including Excel Job responsibilities include: - Coaching and supporting agents - Developing agent skills - Periodic agent monitoring - Preparation of evaluations and reports - Answering client inquiries and service inquiries - Answering calls during busy periods - Overseeing the work flow and agent schedules - Promoting and maintaining a positive work environment and high-performance culture To be a home based supervisor requires that you are equipped with the following: - A PC (Macs are not compatible with our servers) - Two 17 inch or larger screens - Mouse - High speed internet (if shared WIFI, an ethernet cable connection is required) - Antivirus software - Phone line - Quiet work space Starting salary is $17.05 per hour with increases in the 4th month to $17.66, in the 7th month to $18.21, the 12th month to $19.21 while working up to a top wage of $23.00. In addition, there are shift premiums for training assistance and night shifts. We also offer our unique 1,000 hours|$1,000.00 Graduation Bonus for successful completion of the i24 "WOW Specialist" program. We want to WOW you while you WOW our customers Other benefits include paid vacation, group insurance that includes life insurance, ADD, long-term disability, prescription drugs and dental care. We also offer paid sick/family days, bereavement leave, an Employee Assistance Program and flexible work-life hours. We also have organized social activities by our awesome Social Committee because at i24 we're serious about both service … and fun. Looking for a company that has a real family feel and where you won't feel as though you're just a number, check us out. Never worked as a supervisor in an inbound Call Management Solutions company? Not a problem. Experience is an asset but we also provide on the job training. Motivated? Some of our past entry-level agents have advanced to become dispatchers, supervisors and in the majority of cases now make up our mid and senior managerial team. Kindly note that if you already applied for one of our positions, it is not necessary to apply again. If your profile is a better fit for another of our positions, it will be taken in consideration during our selection process.

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    I24 Call Management Solutions
    Registered on October 7, 2017


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    Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. One good customer service experience can change the entire perception a customer holds towards the organization.

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