Team Leader: RBC in Dartmouth, NS


Branch Dartmouth NS CA

Team Leader: RBC
Dartmouth, NS

appropriately applies the technical skills, methods… and actively promotes it through every action taken, and every decision made. Supports a culture that…

This position provides day to day direction and guidance to a team of call centre representatives. The Team Leader plans and evaluates work flow and coordinates work activities to achieve volumes expected to meet operational requirements. Based on established standards, this position will monitor staff performance and the daily application of organizational policies and procedures, provide feedback, coaching and ongoing development to meet client and corporate quality expectations. The Team Leader will recommend operational improvements and may approve special price concessions, quotes, allowances or adjustments. The position serves as a first line supervisor of 8 – 15 agents; may provide input into hiring decisions and performance appraisals but not necessarily make hiring decisions or conduct performance appraisals.
The typical requirement is one to three years of experience in call centre operations.
Monitors and manages absenteeism and punctuality
Prepares payroll documentation for subordinates
Maintains personnel files
Oversees and manages effective use of personnel resources to insure service quality standards and budgetary
scheduling standards are met
Conducts bi-monthly and monthly team meetings
Gathers and/or oversees collection of procedural and product information and documents
Assists with Business centre training needs analysis and program development
Prepares various reports (fulfillment, correspondence, quality management, billing)
Formats standard letters for correspondence
Uses appropriate tools to manage and report non conformance in document control processes
Communicates department and organizational objectives and goals to subordinates
Assesses individual training needs and ensure needs are met
Coaches subordinates on organizational standards and provides position training as required
Maximizes potential of subordinates using established performance management methods and may conduct or assist
in formal performance evaluations
Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
Manages departmental resources through effective recruiting, delegation and organization
Monitors team compliance to quality standards using established audit procedures and systems
Education/Knowledge: High School Graduation or equivalent; General knowledge of windows-based applications;Good understanding of call centre operations, metrics, and general procedures
Experience / Skill: One to three years successful experience working directly in a call centre environment; demonstrated supervisory skills

Job Knowledge – Knows, understands and appropriately applies the technical skills, methods and processes required for the position. Is able to learn, retain and apply information to the job. Keeps current with trends and developments in field
Cultural Alignment – Understands the Minacs culture and actively promotes it through every action taken, and every decision made. Supports a culture that fosters high standards of professionalism and ethics, behaves in a fair, ethical and respectful manner
Communication – Spoken and Written – Able to clearly present information through the spoken word; influence or persuade others through oral presentation in positive or negative circumstances; listen well; able to write clearly and effectively present ideas and to document activities; to read and interpret written information.
Customer Focus – Is dedicated to meeting and strives to exceed the needs of in ternal and external customers by delivering high quality services. Acts with customers in mind, establishes and maintains effective relationship with customers and gains their trust and respect.
Adaptability – Is able and willing to adapt to changing priorities and responsibilities. Able to adjust personal style to changing environment. Maintains focus and intensity and remains calm, optimistic persistent, even under adversity
Problem Solving – Systematically breaks apart complex problems and identifies the underlying causes. Identifies trends and sees causes and consequences. Generates a variety of alternative techniques or methods to resolve issues and/or solve problems.
Leadership – Able to influence the actions and opinions of others in a desired direction; to exhibit judgment in leading others to worthwhile objectives
Teamwork – The ability to work effectively with others to generate a positive, productive and informed work environment. Is united in the collective purpose

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Employment Type: Full Time
Location: Dartmouth, NS, CA
Posted on: 2014-09-13
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