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Team Lead
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Lead Team Member
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Circle K West Lebanon, United StatesCircle K - 89 Main St [Retail Associate / Cashier] As a Team Member at Circle K, you'll: Greet customers, run the register, cashier, make purchase suggestions and sometimes work with the food program; Help maintain the high standards for store appearance; Provide fast and friendl ...
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Team Lead
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Retail Sales Merchandiser Team Lead
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Team Lead
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Contact Center Team Lead
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Kaizen Lab Inc. Hanover, United StatesWe 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 ...
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Assembly Team Lead
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Retail Merchandising Team Lead
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Retail Sales Merchandiser Team Lead
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Quality Management Manager
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Deli Team Lead
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SilverLinx Grafton, United StatesAs an expert in HR services, ARTS enables high-tech companies worldwide to improve their processes by providing them with the best minds through personnel placement. One of our clients is Veonis Technologies GmbH, a leading provider of equipment, materials, and services for the s ...
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HSE Specialist Environment
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Customer consultant in first level support
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Architect for Cloud Security
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Retail Merchandising Team Lead
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Weekend Home Health Visits Registered Nurse
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Sous Chef
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Compensation/Classification Specialist
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Shipping and Receiving Team Lead
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Columbus McKinnon Corporation Hartland, United States**Position Overview**: This position will act as the Lead for the shipping and receiving departments to ensure daily objectives are met, issues are troubleshot, reviewed, and resolved. · **Location**:Hartland, WI · **Essential Duties and Responsibilities**: · - Coordinates transp ...
Contact Center Team Lead - Hanover, United States - Kaizen Lab Inc.
Description
We transform theway people use energy.Weembrace a culture of belonging in the workplace.
No matter who you are, whereyou are from, how you think, what you believe in, or whom you love, we welcomeyour application.
We all come from different backgrounds and different walks oflife, bringing in unique perspectives and experiences. We encourageapplications from the 2SLGBTQIA+ community, Black, Indigenous, and racializedpeople, women, newcomers to Canada, and people with disabilities.If yourequire any accommodation in the application and interview process, please letus know (including different materials or otherwise).AboutEfficiencyOneEfficiencyOneis a leading efficiency enterprise.
Our core values are integrity, innovation,and partnership and our purpose is we transform the way people use energy. Wework with many outstanding partners to supply cost-effective energy efficiencyand 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 benefitslower heatingbills, more comfortable spaces, new jobs in our communities, and a smalleroverall carbon footprint.
To date, our work has achieved over $4 billion inenergy savings and contributed to 22% of Nova Scotia's GHG emission reductions.
If there's a better way to improve energyefficiency, we'll find it.Find out more about how we are making an impacthere:
Why youll love workinghere:
A culture that understands there is lifeoutside of work and cares about their employees.
We offer a fun, social, and inclusive workingenvironment in a newly renovated space, plus hybrid/remote work options,and a strong focus on health, safety, and wellness.
Youll enjoy fair, equitable, and competitivecompensation aligned with the changing market.We offer an exceptional and holistic benefitsplan (65% employer paid), retirement savings plan (defined contribution),health and personal lifestyle spending accounts, and employee and family assistanceprogram.
You can grow at EfficiencyOne, with approvedjob-related courses, memberships, and designations 100% company-paid.Plus, we make it a priority to ensure employees are provided opportunitiesto fill internal roles.
Being part of a teamcontributing to Nova Scotias goal of 2050 net-zero carbon.
The opportunity:
TheTeam Lead will provide direction, guidance,and support to a team of up to 9 Contact Centre Representatives. You willdevelop, coach, and empower team members to provide our customers with asuperior service standard. You will support employees in transferring theskills 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.
Responsiblefor ensuring direct reports have annual measurable targets and goals in placeand expectations/priorities are communicated.Responsible for staying informed regarding E1programs and new service offerings to ensure advisors are informed of allexisting 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 areachieved.
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 theCustomer Care Manager to identify, recommend, implement, and monitor anynecessary Contact Center operational improvements.Responsible for reportingcustomer feedback on new and existing programs to the Customer Care Manager tosupport continuous improvement and customer satisfaction.
Responsible for improvingquality service by identifying opportunities and recommending improvements in customerservice processes.Responsible for developing and maintaining ContactCentre 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 theCustomer Care Manager.
What Will Help YouSucceed?A Community Collegeor University diploma or equivalent combination of education and work experience.
Minimum five (5) years experience in a customerservice-oriented position and managing a team.
Experience in a call center environment.
Experiencewith and proficiency with all MS Office applications (including Teams)Theideal candidate should have excellent customer service skills, with an empatheticand helpful nature as well as be diplomatic, tactful, and flexible.
Proficientin 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 toprioritize deliverables and work independently or within a team.
What to expect in your first several weeks on thejob:
In the first week, expect to:Meet with the team.
Learn about theorganizational history of Efficiency Nova ScotiaReceive an orientation ofduties performed by the Contact Centre Team Lead and ContactCentre representatives .Begin to gain familiaritywith the Efficiency Nova Scotia programs/services website pages.
Be introduced to the toolsand resources used to perform the Contact Centre Team Lead duties.In the first month, expect to:
Increase depth ofunderstanding of programs and services offered by Efficiency Nova ScotiaJob shadows theother Contact Centre TeamLead and understands their roles and responsibilities.
Become more familiar with theorganizational structure, programs, and departments, as well as the people within them andtheir functions and roles.
Gainconfidence in knowing where to look for answers needed to address inquiriesfrom Contact CentreRepresentatives, Navigators, and program teams.Performcore duties with limited support.
In the first three months, expect to:
Performcore duties independently.
Gainexpert-level knowledge of the tools, techniques, and processes of the ContactCentre Team Leadrole.
Establisha performance and development plan with your manager.#J-18808-Ljbffr
