Career Opportunity

Role Title

Team Lead, Service Center (13 Month Contract)

Purpose of role

This job manages the day-to-day operations of the contact center, including but not limited to driving workforce efficiencies, customer service, reporting, coaching and performance management. The Team Leader will ensure a consistent and exceptional service experience for existing customers. The Team Leader drives engagement from the entire team and ensures that the team is able to overcome obstacles and deliver results. The role manages the processes to ensure compliance with Foresters policies, procedures, and continuous process improvement. This role will also ensure the timeliness, quality and effectiveness of all processes performed within a given area of responsibility. The Team Leader will also play a key role in supporting the implementation of major change initiatives.

Job Description

Key Responsibilities

• Build, manage and sustain a high performing inbound contact center team ensuring that service and quality objectives are being attained and exceeded
• Provides frequent, direct coaching and development to team members including daily huddles, weekly 1 on 1 coaching, development planning and goal setting
• Supports and encourages participation, creativity, learning and accountability
• Responsible/ accountable for onboarding, training of new hires
• Ensure the highest level of customer service and facilitate all actions necessary including research and follow up to positively satisfy customer needs. Handles escalation resolution
• Proactively support the Leadership Team with required reports, summaries, investigations, feedback, and potential challenges. 
• Facilitate and/or lead quality excellence amongst team members on special projects as required
• Builds effective relationships to ensure cross functional operations are optimal
• Acts as a change ambassador to ensure successful implementation of new procesess, procedures, system, etc. 
• Evaluates SCR phone calls on a regular basis and scores calls based on internal quality standards
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

Key Qualifications

• Minimum 5+ years of progressive experience in a call center leadership role
• Strong people leadership skills with the proven ability to create and lead high performing teams through effective employee selection, motivation and performance management techniques / programs.
• College Diploma or University Degree is an asset
• Strong sense of personal accountability autonomy, confidence and flexibility. 
• Strong problem solving and analytical skills to identify and report on team’s progress, business trends, initiatives, customer and employee concerns.
• Must have the initiative and ability to look for and champion improvement opportunities.
• Passion for customer service and team development with an ability to energize and motivate others
• Must be collaborative, adaptable to and balance on-going changes and lead by example.
• Demonstrated ability to prioritize workload, works effectively under pressure within a fast paced environment
• Strong interpersonal skills to effectively communicate with internal and external customers.
• Intermediate to advanced level proficiency with contact center technology and computer applications (Agent monitoring software, Microsoft Office, Power Point, Word, Excel)
• Understanding and knowledge of relevant employment legislation (Employment Standards, Human Rights & AODA) and performance management
• Competency in French is an asset. #LI-Hybrid

Hours of Operation: 

• Business hours are from 8:00 a.m. and 8:00 p.m., Monday to Friday
• This role requires flexibility with the business hours a rotational basis. 
• Flexibility for periodic weekend shifts and statutory holidays may also be required to business needs
• Location – Don Mills & Eglinton

Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.

Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email [email protected] in advance of your appointment.

Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.

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