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Team Lead (Bilingual) - Jobs in Moncton, NB

Epsilon solutions pvt ltd.
Job LocationMoncton, NB
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

Title: Bilingual Team LeadLocation: 720 Coverdale Rd, Riverview, NB (Door Number# 9)Full TimeWilling to work on 24/7 shifting schedule, rest days, holidays, weekends and extended hoursStart Date: Immediate NeedLanguage – French And EnglishRole and Responsibilities:

  • Efficiently coach associates in meeting Key Performance Indicators (KPI’s)/metrics such as (but limited to): AHT, after call work (customer follow-up), Quality, NPS, schedule adherence
  • Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
  • Ensure that every Associate on their team receives 1 coaching session at a minimum of bi-weekly.
  • Coach every Associate on their team on every NPS survey received.
  • Coach every Associate on their team on every QA evaluation conducted by the QA department.
  • Attend regular QA calibration sessions.
  • Manage and drive performance from the Associates in meeting Service Level Agreements.
  • Manage team attrition and reduce voluntary attrition
  • Manage team absenteeism to improve overall attendance
  • Take appropriate and timely disciplinary action on performance, attendance, schedule adherence, behavior, misconduct, etc.
  • Provide excellent customer service and determine the needs of the client
  • Ensure the teams they are involved with are aware of the combined end goals.
  • Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
  • Do Root Cause Analysis to create action plans / goals to improve performance
  • Collaborate with various support groups – Recruitment, Training, Quality, HR, Workforce to deliver business results.
  • Participate in the recruiting interviewing process for new hires
  • Do a minimum of 4 hours per month on the phones taking calls in the queues that their Associates are skilled to handle.
Applicant’s Specifications & Qualification:
  • Mandatory: English – spoken and written fluency
  • Preferred (not required): Candidate has a Bachelors/College Degree, any field.
  • At least 1 year of working experience in the related field is preferred for this position.
  • Analytical
  • Results-oriented
  • Process-oriented
  • Previous supervisor experience specializing in Customer Service or equivalent.
Job Types: Full-time, PermanentSalary: $45,000.00 per yearBenefits:
  • Dental care
  • Vision care
Schedule:
  • 8 hour shift
Experience:
  • KPI: 1 year (preferred)
  • Supervising: 1 year (preferred)
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