Lead Customer Care Representative

Title: CCL: Lead Customer Care Representative

Department: Canada Call Center

Location: Smart Start Canada ULC, Unit 120, 2899 Broadmoor Blvd., Sherwood Park, AB T8 H1 B5.

Report to: Call Center Manager and Director

Shift: 9:00–5:30 p.m., Monday–Friday (hours may vary depending on call center requirements).

Wage: To be discussed at the interview, starting at $18.00

POSITION SUMMARY:

The Lead Customer Care Representative is responsible for the initial and ongoing development of call center agents. This individual will be required to facilitate team training and assist in managing the team’s metrics and performance. Provide agents the opportunity to achieve performance results in key performance metrics including quality assurance, attendance, schedule adherence, call time metrics, and other performance factors by delivering exceptional customer service, acting as a role model of expected behaviors, and completing duties assigned by the manager and director.

This position requires that the individual work within the Sherwood Park office. There are no work-from-home opportunities.

Duties and responsibilities:

• Assist in the management of 20+ employees working in all queues.
• Collaborate and report to the manager and director on weekly team progress.
• Manage client escalations alongside the Quality Control Manager.
• Conduct regular reviews of all call center agents' performance and organize training sessions for underperformers.
• Onboarding and training new customer care agents as needed.
• Proficiently handle client calls when not training.
• Recommend solutions for performance issues and potential areas of training and improvement.
• Focus on continuous education and providing developmental support to existing and new call center agents; this may include call listening.
• Assess and develop training materials that support agent learning.
• Responsible for supervision of all newly hired employees during training and the 3-week nesting period.
• Accountable for the documentation of all coaching and corrective action for new hires.
• Assist with performance evaluations.
• Demonstrates leadership, integrity, and reliability.
• Proficient in the use of computers and troubleshooting.

SKILLS REQUIRED:

• Sales-oriented, confident, and customer-focused.
• Prior call center experience.
• Excellent phone etiquette and active listening skills.
• Excellent verbal and written English communication skills.
• Must be very dependable and have exemplary attendance and punctuality.
• High school diploma or equivalent.
• Must be able to pass a criminal background check.
• Must be proficient in Microsoft software.
• Handles complex inquiries independently, utilizing strong listening and problem-solving skills.
• Demonstrates advanced customer service skills on a daily basis.
• Must be effective and efficient when working in a team environment.
• Conducts research and analysis to determine the root of problems and independently makes decisions on how to handle problems or unusual situations, escalating to a manager as needed.

Example of Daily Routine:

• New hire onboarding when necessary.
• Review sent escalations; coach agents if needed.
• Respond to agent portal customer escalation calls.
• Jump in or take over calls that escalate from trainees.
• Reply to agent emails daily.
• Check CCC incidents and coach when needed.
• Help with agent questions on teams throughout the day.
• Schedule training sessions with agents making frequent errors or follow-up training.
• Help maintain training material.
• New user creations and computer setup.
• Keep Training OneNote updated. Always make notes of discussions and get employee acknowledgment.
• Misc tasks provided by upper management.

Monday- Friday 9:00am-5:30pm (in office position only)

40-hour work week