Team Manager - Customer Contact Center
ALDO Group - Montréal, QC

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Team Manager – Customer Service, Customer Contacts Center
(Evenings, Weekends and variable, rotating shifts)

General Overview
Reporting directly to the Operations Manager, the Team Manager is responsible to monitor and coach a dynamic Customer Contact team of phone or clerical agents through daily “hands-on” supervision, while maintaining excellent standards.

Key Responsibilities

  • Manage a team of CSR, including employment and performance evaluation and, if required, carrying out disciplinary action with respect to team members
  • Daily coaching of front-line staff to ensure that quantitative and qualitative results are met
  • Develop specific, customized coaching plans with CSR, set monthly goals with CSR, linking behaviors with the required KPIs
  • Effective skill development of CSR, specifically around, call management, quality, schedule adherence and behavioral growth
  • Provide weekly feedback on the performance of the CSR to the senior team lead and/or supporting team
  • Help maintain a positive and professional work environment by promoting team spirit and a sense of ownership and leading by example
  • Recommend and reinforce Aldo Group and Customer Contact Center standards and policies and help identify areas of improvement to ensure customer satisfaction
  • Participate in various weekly meetings with the support team
  • Lead team meetings with CSR’s to encourage and inform them
  • Report technical issues in a timely manner to the appropriate person
  • Be the first level of escalation for supervisor calls when necessary

Key Requirements

  • University degree an asset
  • Experience in retail a plus
  • Minimum of 2 years managing and leading a team
  • Previous experience in call center environment or customer service required
  • Superior communication skills in both French and English (verbal and written)
  • Experience with social media, an asset
  • Demonstrate ability to coach and motivate a team required
  • Team leadership, achievement orientation, coaching
  • Excellent customer relations skills coupled with strong problem-solving/judgment skills
  • Great initiative with the ability to prioritize
  • Proficiency in Microsoft office
  • Flexibility to work shifts

Hours of Operation:
Monday to Wednesday - 7:00 am - 11:00 pm
Thursday/Friday - 7:00 am - midnight
Saturday/Sunday - 9:00 am - 7:00 pm


Indeed - 16 months ago - save job - - block
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