Bilingual Team Leader Job in SUDBURY, ON - Adecco
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Job Summary
Bilingual Team Leader
Location: SUDBURY, ON Category: Sales & Customer Service
Status: Direct Hire Reference: ca_en_2_026659_12637
Posted: January 11,2017 Salary: N/A

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Ontario One Call (ON1Call) is the legislated ‘Call Before You Dig’ provider and Regulator for the Ontario Underground Infrastructure Notification Systems Act 2012.

ON1Call operates an inbound contact centre which takes and processes requests from anyone who may be digging near underground infrastructure and routes the request to our members. The over 800 underground utility owners or operators – including utilities, municipalities and other entities – who are the members of ON1Call, can then provide locates to protect their buried infrastructure. ON1Call is also responsible for public education, industry outreach and compliance. ON1Call’s mandate is defined in Provincial Law and we are governed by a representative Board of Directors consisting of both excavator and members.

Position overview:

ON1Call is searching for Contact Center Team Leads who will provide coaching, assistance and guidance to a team of direct reports. Team Leads will monitor, evaluate, and score Contact Center calls for quality assurance purposes and performance measurements, assist the Contact Center Manager with oversight and management of specified contact center functions, assist with the training of staff on systems, procedures, and contact center activities and provide assistance with escalated calls from Customer Service Representatives.


Primary Responsibilities:


Ensure agreed customer service standards are consistently met
Must be flexible with hours as schedules could change pending business needs.
Provide guidance and coaching to agents regarding product, processes and procedures
Create and manage work schedules and shift requirements through special software
Consistently monitor staff levels and liaise with management regarding any adjustments
Perform quality assurance checks for calls received and handled by ON1Call agents
Provide first level coaching to agents as may be required. Working with the Contact Center Manager on escalated issues or challenges
Consistently monitor and Improve quality results; liaise with the Contact Center Manager to implement changes as required
Monitor systems and efficiently report issues or concerns to the appropriate parties
Ability to train new agents on ON1Call applications, policies, procedures and duties
Ability to continuously develop knowledge of ON1Call and all Contact Centre requirements for best training escalation handling results; assisted by the Contact Centre Manager as required
Actively participate in performance appraisals for direct reports
Supervise the day-to-day operation of the Contact Centre and assist the Contact Center Manager as required



Qualifications:


Excellent customer service skills
Proven skills in:

Time and priority management
Communication and interpersonal relations
Analytical thinking and problem solving
Leadership and management
Coaching and motivational skills

Intermediate skills with Microsoft Office Suite, the desire and ability to learn new software
Ability to work as part of a team
Positive attitude
Able to work well under pressure and adaptable to rapid change


Education/Experience:


Minimum 2 years’ experience providing excellent customer service
Minimum 2 years’ experience in a call centre environment
Post-secondary education and / or Industry experience are assets
Bilingual English/French


If you are interested in this Bilingual Contact Centre Team Lead position please apply directly online for immediate consideration

We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

As part of the recruitment process, the selected candidate will be required to provide employment references and successfully complete a criminal background check.


B6659

B6659


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**Note: Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.**