Senior Team Lead

Publicado por
29 de octubre, 2019

About 24-7 Intouch

24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story –

About the Job

We’re changing the way people think about customer care, and we need your help!

We’re searching for a Senior Team Leader to provide leadership to Customer Service Representatives and collaborate with Team Leaders on things like performance. training, development and employee recognition. This role is responsible for directing and managing operational activities and contributing to the campus’s overall strategic direction.

As Senior Team Lead, You Will…

Provide supervision to Customer Service Representatives (CSR) and Team Leads, ensuring proper training, support and customer service is delivered
Promote professional and personal development of individual team members through performance evaluations, training needs, coaching and career opportunity programs
Negotiate and mediate with customers or CSRs when required to resolve issues and meet expectations
Learn and maintain extensive knowledge of client philosophy and service processes to ensure quality customer service
Interview, select, train and facilitate onboarding for new team members
Perform data analysis and manage performance
Authorize and coordinate changes in staffing schedules
Support business development initiatives

As Senior Team Lead, You Have…

High school diploma or equivalent (required)
Some post-secondary education or completion of a post-secondary degree with a major in Business (asset)
A background in client relationship management (asset)
2-3 years of experience in the contact center industry, with at least 2 years in a Team Lead/Supervisory role
Customer service experience in a high call volume contact center environment (preferred)
Experience maintaining and developing operational statistics, financial management information and results reporting
Excellent verbal and written communication skills
Strong leadership, analytical, problem solving and decision making skills
The ability to work in and adapt to a fast-paced, dynamic, always changing environment
The ability to organize and follow-up on multiple tasks with accuracy and timeliness
The capability to perform intermediate mathematical functions.