Team Leader, Customer Relations

Job Type: Full-Time Permanent, with benefits

Salary: $45,000 - $55,000 per year

The Commission for Complaints for Telecom-television Services (CCTS) is a customer-oriented organization located in downtown Ottawa. The organization’s mandate is to review and resolve consumer and small business telecom and TV complaints after interaction between the complainant and the service provider has failed to produce a satisfactory outcome.

The CCTS is currently looking for a team leader within its contact center. Reporting to the Manager of Customer Relations and Investigation, this Team Leader will be responsible for leading and supporting a team of Customer Service Representatives (CSR).

Role and Responsibilities

  • Answer all employee questions related to CSR job duties specifically and Call Centre responsibilities generally
  • Monitor CSR productivity, ensuring achievement of individual productivity targets of team members
  • Conduct monthly quality assessments and yearly performance evaluations; provide effective feedback and coaching and refer employees requiring performance management to Manager, Customer Relations and Investigations
  • Respond to customer escalations and calls from service providers
  • Monitor daily workload and service level, distributing resources as required to respond to daily fluctuations
  • Regularly monitors the attendance line/emails for unplanned absences, re-allocating resources between queues when needed and reporting absences to payroll
  • Lead team meetings and calibration sessions ensuring they are held on a regular basis
  • Identify themes and trends and escalate as needed

Qualifications and Education Requirements

  • Minimum Grade 12 high school diploma, or equivalent
  • Minimum two years’ customer service experience, preferably within a call center environment
  • Minimum two years’ experience in a supervisory/management role, preferably in a call center environment, or equivalent combination of education and experience
  • Bilingualism (French/English) strongly preferred, strong ability to communicate clearly, both orally and in writing
  • Good ability to use Word, Excel, PowerPoint etc.
  • Previous experience working in a complaint-handling environment preferred

Competencies, skills and attributes

Results Focus (Service Delivery)

  • Good ability to manage projects
  • Strong ability to manage multiple priorities within deadlines without sacrificing quality of work
  • Very strong ability to organize and plan own work and the work of others
  • Strong ability to communicate effectively and foster relationships with other employees and team leaders
  • Very strong ability to work independently and take initiative to involve others when appropriate

Quality and Risk Orientation

  • Very strong ability to work to a high degree of accuracy
  • Very strong ability to work with highest degree of ethics and integrity
  • Strong ability to listen effectively and act in an unbiased, diplomatic and professional manner
  • Good ability to see the big picture while maintaining attention to the details

Problem Solving and Process Improvement

  • Strong ability to analyze information and draw relevant conclusions
  • Good ability to analyze data / reports to monitor operational support, and identify process and production gaps
  • Strong ability to clearly explain complex topics and processes
  • Strong ability to troubleshoot a variety of technical issues
  • Very strong ability to use good judgement in decision making
  • Very strong ability to handle confidential information in a tactful and discreet manner
  • Very strong ability to solve problems independently

Stakeholder Relations and Customer Service Focus

  • Excellent customer-service orientation, using active listening, empathy, diplomacy and tact
  • Very strong ability to respond to internal and external customers promptly and without ambiguity
  • Strong ability to effectively communicate and foster relationships with the public and external stakeholders

Leadership Skills

  • Strong ability to coach and take ownership to deliver ongoing feedback about performance
  • Strong ability to identify issues and concerns that impact the team’s effectiveness and take action
  • Good ability to act on information that helps the team deliver at the highest level of service
  • Good ability to motivate employees to adapt to and embrace change
  • Good ability to delegate and empower the team to do the right level of work
  • Strong ability to develop and mentor employees by providing effective learning opportunities
  • Strong understanding of applicable employment, health and safety and human rights legislation

Additional notes

Work conditions: CCTS’ hours of operation are Monday to Friday, 9am to 8pm and subject to change. Some shift work within regular hours of operation may be required. Some additional work may be required outside of normal operating hours.

Reasonable Accommodation

The CCTS will make every reasonable effort to accommodate prospective candidates under any of the protected grounds of discrimination. Should you need an accommodation, please make the request as soon as possible. If the accommodation is related to a medical or health condition, you may be required to provide confirmation from a medical professional that you require the accommodation. All requests for accommodation will be considered in a fair and objective manner that will ensure applicants are treated with respect and dignity. Information received in relation to accommodation measures will be addressed confidentially.

Interested candidates should send a resume and cover letter by email to: working@ccts-cprst.ca. Only candidates who will be selected for testing and an interview will be contacted.

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