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Customer Service Representative / Call Centre Team Lead

Ian Martin Group

This is a Contract position in Toronto, ON posted October 2, 2020.

Call Centre Team Lead* Working remotely in the Toronto area* 6-month contract* Hours: 40 hours/week, 8 hour shifts, various shifts available* Wage: $25 per hour, depending on experienceDo you have experience leading and maintaining a team of customer service representatives in an outbound call centre environment? Are you equally great with details and people, and love being a resource and coach to others? If you answered yes, then this job is perfect for you. Call Centre Team LeadThere is an anticipated need at a local call centre for a role that will combine customer service leadership with health and safety. You will lead a team of 10 customer service representatives to ensure they understand and comply with call center objectives, and meet performance standards and policies. Additionally, you’ll also handle escalated calls.Specifically, you will: * Act as the point of contact for your team and for their questions* Listen to calls to ensure proper customer service is delivered and make recommendations for improvement* Handle escalated calls and train others to handle similar calls* Mentor and coach the team to achieve quality, service, and targets* Monitor call volumes and service levelsIf you’ve led a customer service team, within a call centre, this work will feel familiar.  The Details: This is a full-time, temporary position (6-month contract) in the public sector. You’ll be set up to work remotely, 40 hours per week, scheduled between 8am and 8pm. The call centre runs 7 days a week, and different combinations of days are available. Wage will be $25 per hour, depending on your experience.   Qualifications  Here’s what you’ll need: * Experience leading a group of 10+ customer service representatives* Ability to read, speak, and write in English * High-school diploma or equivalent* Experience using computers to enter data (MS Office preferred)  Anything on this list would make you a top candidate: * Experience working in the health care industry OR healthcare education background* Ability to read, speak, and write in a language other than EnglishAbout Ian Martin Group: At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies. As a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.