Customer Service Team Lead

As the Team Lead - Customer Care Operations, you will play a crucial role in ensuring the smooth and efficient functioning of our customer care call centre department. You will be responsible for overseeing a team of customer care representatives, ensuring their adherence to company policies and procedures, and maintaining high-quality customer service standards. Your expertise in customer care operations, strong leadership skills, and dedication to excellence will contribute to our continued success. Accountabilities:Supervise a team of customer care representatives, providing guidance, support, and performance feedback.Develop and implement strategies to enhance customer satisfaction, improve operational efficiency, and achieve departmental goals.Monitor and analyze customer care metrics, such as call volume, response time, and resolution rates, and take appropriate action to address any issues or areas for improvement.Ensure compliance with company policies and procedures, as well as industry regulations, to maintain the highest standards of service and data security.Conduct regular training sessions to equip team members with the necessary skills and knowledge to effectively handle customer inquiries and resolve issues.Handle escalated customer concerns or complaints, providing timely and satisfactory resolutions to maintain customer loyalty.Collaborate with cross-functional teams, including technical support, billing, and field operations, to facilitate smooth customer interactions and problem resolution.Stay updated with industry trends and emerging technologies and propose innovative solutions to enhance customer care operations.Prepare and present regular reports on customer care metrics, team performance, and customer feedback to senior management. Qualifications: Post-secondary education (University Degree, College Diploma or equivalent)Proven experience in customer care call centre operations, strong consideration will be given to those who have a background working in the utilities industry.2+ years proven leadership experience with the ability to motivate and inspire a team.Excellent communication and interpersonal skills to interact effectively with customers and team members.Demonstrated problem-solving and decision-making abilities, with a focus on providing exceptional customer service.Proficiency in using customer relationship management (CRM) software CCB/CCS CRM Oracle system, Genesys Cloud and Sharepoint is a definite asset and other relevant tools.Ability to work in a fast-paced environment, multitask, and meet tight deadlines. Working knowledge of MS OfficeDrives for results, develops, and manages staff, mentors’ staff, builds relationships, critical thinker.