Team Lead, Member Service Inbound

Job Details

Description

Job Type: Full-Time

Vacancy Status: This posting is for an existing vacancy

Target Salary Range: $56, 800- $70,000

The compensation for this position is determined by a combination of skills, experience and is aligned to the market in which the job is posted. Your recruiter will provide additional details about our total rewards package during the hiring process.

Scope of Position

The Team Lead’s plays a critical leadership role in overseeing the daily operations of the Contact Center (a key service delivery channel) and supports the needs of Alterna’s members and customers. This individual assumes responsibility for the Contact Centre in the absence of Contact Centre Management. This role is essential to ensure the Contact Centre team’s sales goals/call quality standards and operational key performance indicators are met/exceeded consistently through ongoing coaching, mentoring, and maximizing staff resources. The Team Leader, Member Service supports the Manager in the strategic planning, organization and administration of all related sales and service functions and activities. This role leads by example in the delivery of excellent member service. The role requires the ability to exercise effective and efficient problem solving and creative thinking, while providing resolutions to member/customer concerns in a professional, clear and concise manner.

Key Responsibilities

• Cascades Contact Centre key performance goals and conducts performance reviews, identifies performance gaps, initiates corrective actions, following through on performance/coaching plans as necessary and makes recommendations, as required.
• Creates/fosters a positive work environment that supports employee engagement through an open-door policy and relationship building.
• Ensures all service standards, including compliance with internal and external requirements, are understood and consistently adhered to by all staff.
• Thorough knowledge and understanding of sales disciplines and a demonstrated ability to motivate and coach a diverse team to achieve sales targets.
• Organizes, implements and assists in management, training and motivational activities for staff to ensure they are up-to-date and proficient in product knowledge and promotional campaigns, through regular sales meetings and sales management disciplines.
• Is the leader for change in project launches/updates. Ensuring that necessary training and education is provided and tracked for seamless uptake of new processes or systems and effective change management is rolled out.
• Develops and grows staff capability through development and regular holistic performance coaching on an ongoing basis.
• Establishes a two-way working relationship with assigned team members to solicit views on current processes and procedures, potential changes affecting their work, strategize continuous improvement opportunities and possible revisions of current deliverables.
• Conducts side-by-side coaching to ensure employees meet assigned sales goals for designated products and/or services and accurately tracks and records the results.
• Evaluates employees by listening to calls remotely/completing and reviewing the call quality scorecard.
• Working knowledge of Alterna’s product offering, including credit and investment products, applicable legislation, regulations and policies.
• Participates in the interviewing, hiring and performance management processes for Member inbound and outbound Specialists.
• Administers attendance management and payroll processes.
• Conducts daily/weekly and monthly analysis of Specialist statistics and recommends/implements changes to ensure service levels are being met.
• Launches employee quarterly incentives to support Member campaigns throughout the year.
• Actively supports Specialists by developing creative and innovative ways of meeting the needs of members/clients through the resolution of problems and member/client complaints.
• Other duties as assigned.
  
  

Expectations / Outcomes

• Delivers service that consistently exceeds member/client expectations.
• Service standards and Performance targets are met. (productivity, sales, call quality metrics)
• Ensures attendance levels support business requirements.
• Consistently exhibits a high degree of professionalism and positive attitude.
• Provides a high level of support in a service/sale centric environment.
• Ensures a high level of teamwork is being demonstrated through all employee interactions.
• Ensures employees have the necessary training and tools to service member/client in a knowledgeable and confident manner.
• Ensures consistent adherence to all regulatory requirements, policies, online modules, standards and work expectations.
• Drives employee satisfaction results through yearly employee engagement survey.
  
  

Qualifications

• Fluently bilingual (English/French) both verbal and written an asset
• The ideal candidate has at a minimum 3 years Contact Centre Operations / Team Leader experience or comparable experience in a financial and/or sales environment
• Post-secondary diploma or degree or equivalent work experience.
• Advanced knowledge of Microsoft Applications including Word, Excel, PowerPoint Office
• Familiarity with workforce management systems
• Knowledge of banking systems and processes
• Ability to work flexible hours including weekends and holidays. (CC hours are Monday to Friday 8-8 & Sat & Sun 9:30- 4)
• Exceptional sales and service knowledge and experience
• Excellent verbal and written communication skills