Call Centre Effectiveness Lead

Reports To: Division Vice President

Status: Full-time, Regular

Location Name: A1 Chesney

Location Address: Calgary, AB

Position Summary:

The After-Hours Call Centre Lead is responsible for scheduling duties, report analysis, and dealing with customer escalations for the After-Hours Call Centre Team

Responsibilities:

- Act as a mentor and coach to the Centre-level Customer Service Team Members across Canada

- Ensure there is consistent training, processes, and procedures across all Customer Service resources, for both inbound and outbound calling

- Ensures that After-Hours Call Center is fully staffed and prepared to handle call volume after regular business hours

- Ensures that agents provide the highest levels of customer service

- Monitors the After-Hour Call Centre’s capacity plan to make sure that data is provided accurately for after-hours Customer Service Representatives

- Handles all customer issues which require managerial involvement

- Scheduling, reporting, and monitoring of outbound calling program

- Other duties as required

Qualifications:

- Previous Managerial experience required

- Previous Call Centre experience is required

- Previous experience training outbound Call Centre agents required

- Ability to work various shifts (days, afternoons, weekends)

- Advanced MS Excel skills required

- Strong reporting analysis skills required

- Customer-service focused

- Excellent verbal communication

- Strong problem-solving abilities

- Excellent interpersonal and teamwork skills

- People management experience

- Process management experience

- High school diploma or equivalent required; post-secondary education highly preferred

- Ability to work in a demand-service, fast paced, and multitasking environment