Responsible for motivating a team of agents towards the delivery of revenue and Service Level targets by monitoring daily performance results and developing individual coaching strategies to assist agents in achieving Key Performance Indicators.
• Manage the performance of a team of frontline customer service and technical support agents; coaching, reviewing KPI results and addressing disciplinary issues
• Monitor service levels and address issues to ensure optimum delivery of service level
• Provide troubleshooting and customer escalation support/expertise to agents for internet connectivity issues, virus removal, email and antivirus problems and operating system errors
• Ensure that all required information is accurately entered in all relevant systems and effectively communicated to all relevant personnel
• Develop strategies for new revenue opportunities.
• Mentor and motivate team to proactively identify customer needs and deliver top notch Customer Service
• Facilitate one on one coaching sessions with agents in an effort to increase performance results
• Participate in meetings with other supervisors and director to discuss current performance trends and develop proactive solutions to attaining expected performance levels.
• Manage KPI summary reports
• Liaison with client to ensure that expected service/performance is being achieved
• Attend and participate in weekly Quality Assurance calibration meetings
• Hold Team Meetings when appropriate
• Responsible for knowing, understanding and adhering to the Worker responsibilities of the Ontario Health & Safety Act as found in section 28 sub sections (1) (2) & (3)
• Develop and Mentor Tier 2 lead support agents
SKILLS & QUALIFICATION
• Strong verbal and written communication skills
• Service oriented
• Strong proven computer skills Microsoft office suite (word, excel, outlook)
• Coaching/mentoring skills and experience (preferably in a Call Centre Environment)
• 2-3 years practical Technical Support Agent experience an asset
• Works well under pressure in a faced paced environment while effectively managing multiple tasks
• Strong Customer Service and problem solving skills
• Effective teamwork skills
• A+ certification an asset
• High School Diploma
• Ability to grasp and apply new skills and concepts in an ever changing technology based environment
• Flexibility to work a rotating shift in a 24/7 operation
EFFORT AND WORKING CONDITIONS
• Job requires the ability to work a rotating shift in a 24/7 operation
• Office Environment
For more information and to apply, please submit your resume to firstname.lastname@example.org
Compensation: Excellent earning potential
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