Customer Service Team Lead

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When it comes to what you want in your career, if you can imagine it, you can do it at Parsons. Imagine a career working with intelligent, diverse people sharing a common quest. Imagine a workplace where you can be yourself. Where you can thrive. Where you can find your next, right now. We’ve got what you’re looking for.

Job Description:

We are looking for a Customer Service Team Lead to join our Smart Vehicle Solutions Contact Centre located in Markham. Our team has been in place for more than 20 years assisting the public, vehicle owners and operators, and inspection centres across North America. You are responsible to act as the facilitator of the team by ensuring our team provides excellent customer service in a fast pace Contact Centre environment by helping our customers, and assisting Program delivery partners (e.g., inspection centres) under contract with our various Smart Vehicle Solution projects. You will also be responsible to develop team member effectiveness through leading, coaching, motivation and mentoring.

Reporting to the Contact Centre Manager, you will be accountable for:

• Lead a customer centric, motivated, and high performing support team.
• Cultivate a strong team culture, focused on customer-centricity and going above and beyond.
• Handle the day-to-day operations of a front-line support team, through providing supervision including scheduling, leading and mentoring, conflict management, coaching, training, knowledge management and quality reviews of caller interactions.
• Build accountability by setting clear goals and objectives to achieve key individual and team performance metrics.
• Conduct quality coaching or other corrective actions within the team and prepare monthly reports and conduct employee feedback sessions.
• The Team Lead is accountable for team metrics on a daily/weekly/monthly basis.
• Provide assistance to front-line support team for any call escalations and during peak periods and outages.
• Provide Real Time monitoring of the queue management system to ensure that adequate staffing is available at all times to meet and exceed on client and internal SLAs for Calls, Chat, Web-tickets, Emails, Voice Mails and Faxes.
• Manage the daily survey process and provide feedback to front-line support team.
• Ensure that all new or modified processes and policies are reviewed and implemented by front-line support team.
• Provide front-line support team with weekly, monthly or monthly personal metrics report/scorecards through one-one meeting.
• Attend client meetings as needed/requested by management.
• Empower team to surface issues that help Contact Centre Operations to build better procedures and processes.
• Collaborate with inter-departmental leads and cross-functional partners (e.g., product, engineering and design) to iterate on internal systems.
• Work with minimal supervision within departmental defined procedures.
• Work independently and as part of a team, with changing time constraints.
• Participate in special projects and perform other duties as required.

Other Responsibilities:

• Back up the Contact Centre Manager if required.
• Attend and monitor the training process for front-line support team.
• Work with Contact Centre Manager to improve the quality of the front-line support team.
• Assist with Calls Chat, Web-tickets, Emails, Voice Mails and Faxes if volume is too high and risk of abandon rate.

Qualifications:

• Minimum 2 (two) year customer service experience, preferably in the Call Centre and/or automotive industry is preferred.
• Minimum 2 (two) year of proven management of personnel, customer service / customer support experience required.
• Pleasant telephone manner; excellent written and verbal communication skills.
• Post-secondary degree or diploma preferred.
• Strong PC skills, knowledge of (MS Office Suite e.g., Word, Excel, PowerPoint etc.)
• Strong attention to detail, analytical, problem solving and critical thinking skills, with ability to anticipate concerns or issues, decision making and negotiating skills.
• Demonstrated ability in project coordination and driving change in a complex, matrixed and fast-paced environment.
• Ability to handle challenging situations by exhibiting composure and empathy.
• Ability to effectively manage confidential and/or sensitive information.
• Ability to multitask, quickly adapt to new information and procedures.
• Strong analytical and good mechanical/technical aptitude would be a definite asset.
• Must be willing to work a 40hr/week shift that ranges between Monday to Friday, between the hours of 8.00 AM and 6:00 PM; Saturday and Sunday 9.00 AM and 3:00 PM.
• Must be flexible to work Canadian holidays.
• Must be flexible to work in hybrid environment.

Minimum Clearance Required to Start:

Not Applicable/None

This position is part of our Critical Infrastructure team.

For more than 75 years, our experts have designed and delivered the critical infrastructure that connects and protects communities around the world. We work in diverse, collaborative teams, both within the company and with our partners and customers, to plan, design, build, and modernize infrastructure. We take special pride in projects and solutions that improve communities as well as people’s quality of life by promoting economic growth, enhancing mobility, and increasing sustainability and resiliency. Powered by our people, we provide the imagination necessary to support our customers’ visions-and to help them see new possibilities.

We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as health, vision, dental, employer paid provincial care premiums, Defined Contribution Pension Plan (DCPP), Tax-Free Savings Account (TFSA), Registered Retirement Savings Plan (RRSP), life insurance, paid time off, sick leave, all province observed holidays off, and gym membership discounts to fit your busy lifestyle!

Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace. Diversity is ingrained in who we are, how we do business, and is one of our company’s core values. Parsons equally employs representation at all job levels for minority, female, disabled, protected veteran and LGBTQ+.

We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest-APPLY TODAY!