About the Job

We’re changing the way people think about customer care, and we need your help!

Lead the Way: We're seeking a dynamic Team Lead to champion our Customer Service Representatives  in delivering unparalleled service excellence. Dive deep into our partner brands' worlds, mastering their ethos, products, and processes. Inspire growth through performance reviews, training, and personalized career pathways.

As Team Lead, You Will…

• Manage and supervise CSRs 
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Use critical thinking to develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real-time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues 
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
• Gain expert level knowledge on all partner products and promotions
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Act as a role model and exemplify our 10 Things (cultural values)

As Team Lead, You Have…

• High school diploma or equivalent (required)
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered) 
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity 
• Having great knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to work a variety of shifts, including days, evenings and holidays

Benefits:

• Competitive salary
• Industry-leading benefits:
  • Medical and life insurance
  • In & out of hospital benefits
  • Mental health support line
  • 20-26 paid days off per year
  • On-site occupational physician
  • Monthly meal vouchers
  • Career path planning & E-learning career development platform
  • Weekly coaching sessions
  • Global incentive programs
  • Medical and life insurance
• Fun, supportive work environment
• Opportunity to be part of a rapidly expanding global company
• Amazing career growth opportunities