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    Contact Center Team Lead - Hanover, United States - Kaizen Lab Inc.

    Kaizen Lab Inc.
    Kaizen Lab Inc. Hanover, United States

    2 weeks ago

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    Description
    We transform the
    way people use energy.
    We
    embrace a culture of belonging in the workplace. No matter who you are, where
    you are from, how you think, what you believe in, or whom you love, we welcome
    your application. We all come from different backgrounds and different walks of
    life, bringing in unique perspectives and experiences. We encourage
    applications from the 2SLGBTQIA+ community, Black, Indigenous, and racialized
    people, women, newcomers to Canada, and people with disabilities. If you
    require any accommodation in the application and interview process, please let
    us know (including different materials or otherwise).
    About
    EfficiencyOne
    EfficiencyOne
    is a leading efficiency enterprise. Our core values are integrity, innovation,
    and partnership and our purpose is "we transform the way people use energy". We
    work with many outstanding partners to supply cost-effective energy efficiency
    and carbon mitigation services in Nova Scotia and beyond. T ogether,
    we help people achieve their energy goals, save money, conserve resources,
    improve well-being, and combat climate change.
    Investing in energy efficiency comes with many benefits—lower heating
    bills, more comfortable spaces, new jobs in our communities, and a smaller
    overall carbon footprint. To date, our work has achieved over $4 billion in
    energy savings and contributed to 22% of Nova Scotia's GHG emission reductions.
    If

    there's

    a better way to improve energy
    efficiency, we'll find it. Find out more about how we are making an impact

    here:
    .
    Why you'll love working

    here:
    A culture that understands there is life
    outside of work and cares about their employees.

    We offer a fun, social, and inclusive working
    environment in a newly renovated space, plus hybrid/remote work options,
    and a strong focus on health, safety, and wellness.

    You'll enjoy fair, equitable, and competitive
    compensation aligned with the changing market.

    We offer an exceptional and holistic benefits
    plan (65% employer paid), retirement savings plan (defined contribution),
    health and personal lifestyle spending accounts, and employee and family assistance
    program.

    You can grow at EfficiencyOne, with approved
    job-related courses, memberships, and designations 100% company-paid.
    Plus, we make it a priority to ensure employees are provided opportunities
    to fill internal roles.

    Being part of a team
    contributing to Nova Scotia's goal of 2050 net-zero carbon.

    The opportunity:
    The
    Team Lead

    will

    provide direction, guidance,
    and support to a team of up to 9 Contact Centre Representatives. You will
    develop, coach, and empower team members to provide our customers with a
    superior service standard. You will support employees in transferring the
    skills and knowledge they have acquired in training for continued success.

    The successful individual will also monitor and analyze client service delivery, develop metrics to identify trends, risks, and opportunities, proactively engage with peers to resolve barriers to operational excellence and recommend and implement solutions to enhance overall service delivery and client experience.

    Responsible
    for ensuring direct reports have annual measurable targets and goals in place
    and expectations/priorities are communicated.
    Responsible for staying informed regarding E1
    programs and new service offerings to ensure advisors are informed of all
    existing and developing program changes.

    Responsible for implementing a Quality Assurance process with the Training Specialist, including a frequency appropriate for a large contact center team and high call volumes .

    Responsible for using E1 methodology,
    team input, and own initiative to ensure attendance and retention targets are
    achieved.

    Responsible for providing backup to the contact center team (when required), including, but not limited to, answering incoming calls, responding to emails, and assisting with customer escalations.

    Responsible for working with the
    Customer Care Manager to identify, recommend, implement, and monitor any
    necessary Contact Center operational improvements.
    Responsible for reporting
    customer feedback on new and existing programs to the Customer Care Manager to
    support continuous improvement and customer satisfaction.
    Responsible for improving
    quality service by identifying opportunities and recommending improvements in customer
    service processes.
    Responsible for developing and maintaining

    Contact
    Centre

    training documents and department procedures manual.
    Responsible for monitoring/directing day-to-day department scheduling,
    monitoring call volumes, and daily/weekly reporting.
    Responsible for assessing weekly/monthly team metrics and targets with the
    Customer Care Manager.
    What Will Help You
    Succeed?
    A Community College
    or University diploma or equivalent combination of education and work experience.
    Minimum five (5) years experience in a customer
    service-oriented position and managing a team.
    Experience in a call center environment.
    Experience
    with and proficiency with all MS Office applications (including Teams)
    The
    ideal candidate should have

    excellent customer service skills, with an empathetic
    and helpful nature as well as be diplomatic, tactful, and flexible. Proficient
    in active listening, quickly establishing rapport with clients, explaining concepts in simple,
    understandable terms, diffusing frustration, and resolving conflict.
    The ideal candidate should have the ability to
    prioritize deliverables and work independently or within a team.
    What to expect in your first several weeks on the

    job:

    In the first week, expect to:
    Meet with the team.
    Learn about the
    organizational history of Efficiency Nova Scotia
    Receive an orientation of
    duties performed by the

    Contact Centre

    Team Lead and

    Contact
    Centre representatives .
    Begin to gain familiarity
    with the Efficiency Nova Scotia programs/services website pages.
    Be introduced to the tools
    and resources used to perform the

    Contact Centre

    Team Lead duties.

    In the first month, expect to:
    Increase depth of
    understanding of programs and services offered by Efficiency Nova Scotia
    Job shadows the
    other

    Contact Centre

    Team
    Lead and understands their roles and responsibilities.
    Become more familiar with the
    organizational structure, programs, and departments, as well as the people within them and
    their functions and roles.
    Gain
    confidence in knowing where to look for answers needed to address inquiries
    from

    Contact Centre
    Representatives, Navigators, and program teams.
    Perform
    core duties with limited support.

    In the first three months, expect to:
    Perform
    core duties independently.
    Gain
    expert-level knowledge of the tools, techniques, and processes of the

    Contact
    Centre

    Team Lead
    role.
    Establish
    a performance and development plan with your manager.

    #J-18808-Ljbffr
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