Deputy Team Leader - Phone Support Agents Team

This job requires 5 days a week, 30-40 hours a week, possibly more. Supervisory experience is required.

This position offers the opportunity to build and refine a world-class Call Center supporting our customer base performing Outbound Confirmation Calls and taking Inbound Calls. This position involves training personnel, developing / refining SOPs, performing Quality Assurance of agent performance, and generating insightful analytics for trend identification. This is a hands-on working leadership position.

Job requirements:
- At least 2 years of experience managing a team in the customer service BPO industry.
- At least 2 years of experience making outbound calls and taking inbound calls.
- Strong, polished Customer Service skills.
- Excellent English oral communication with little to no accent.
- Ability to adhere to company and product policies.
- Ability to create, train others in, and follow Standard Operating Procedures.
- Ability to pay strict attention to detail is required.
- Available to work (at least) during 1600-2200 EST.
- Effectively manage own time and respond to shifting task priorities.
- Ability to effectively task team members and ensure appropriate work products for the time allocated.
- Ability to coach team members and hold team members accountable for the accuracy of the work product.
- Quickly train new personnel in multiple, specific, detailed requirements.
- Follow-up on loose ends and complete tasks without needing step-by-step instructions or reminders.
- Work full time during the assigned shift without schedule conflicts (e.g., no other work commitments, personal tasks, commuting).
- Have regular access to a high-speed, stable internet connection.
- Must have the Microsoft Office Tools installed in your PC/laptop
- Successfully complete a screening test and an interview.

Great to have:
- Experience in using Deskforce tool.

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When you submit your cover letter, you must:
1. Address it to MCH-192 for consideration.
2. Run a test on speedtest.net, then attach a link to the result.
3. Summarize your experience 6 sentences. Dont forget to include the total number of years experience you have in team management and the highest number of people you handled at a certain point in time.
This helps us screen out applicants who are not detail focused.
About the recuiter
Member since Mar 14, 2020
Sameer Fuddi
from Alberta, Canada

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