Globalfaces Direct Inc. is looking for a dedicated Team Leader, Customer experience to join our team!
To support the Leadership Team in the day to day operation of the GFD Call Center (the HIVE), the Team Leader Customer Experience will be tasked with various duties, some of which include:
Leading, motivating, and developing team members to deliver ongoing individual performance improvement through coaching and education, to become future leaders,
Providing daily coaching and feedback to team members along with setting goals and tracking performance,
Implementing and following through on the performance management process where necessary and communicating recommendations for next steps,
Recognizing and highlighting both individual and team accomplishments,
Supporting the execution of new launches, processes and procedures,
Building and maintaining close working relationships within the organization, ensuring the successful execution of company objectives,
Tracking and understanding the purpose and relevance of company policies and procedures, ensuring team commitment,
Escalating concerns identified and being creative in recommending solutions for day to day challenges,
Monitoring queue to ensure appropriate coverage and supporting dialing strategies,
Conducting call quality assessments,
Performing other related duties and special projects as requested.
To succeed on this role, you must:
Lead in words and actions
Communicate well, both written and verbally
Possess advance presentation preparation and delivery skills
Be a fast learner to get in depth understanding of all GFD's programs and charities
Have analytics and reporting capability
Possess business acumen
Have the ability to work well under pressure
Be able to multitask and prioritize accordingly
Possess a solution-oriented approach to challenges
Be able to troubleshoot and manage crisis as they arise
Be reliable and responsible - able to work effectively with minimal supervision on routine tasks that require completion to strict deadlines
Be a Strategic Relationship Builder and become a Subject Matter Expert on our Call Center Operations.
Competitive Hourly pay and Incentives,
Benefits package (medical, dental, etc.),
Opportunities for growth and on going support from management for professional growth.
Globalfaces Direct Inc. promotes a diverse, inclusive and accessible workplace. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. Please advise our Recruiter if you require reasonable accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.
We thank all candidates for applying, however, only shortlisted candidates will be contacted for an interview.