Title : Contact Centre Team Lead

Employee Working Location: Remote (Canada)

Employment Status : Temporary Full Time - 9 months

Salary Band : $53,142 - $66,427/year

The Canadian Red Cross (CRC) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role you will :

Responsibility 1 - Small Scale Response (LV1-2) Contact Center operations

• Participate in coordination meetings on a regular basis with the Contact Center Lead.
• Control the quality of inbound and outbound calls.
• Ensure compliance with procedures related to the message dispatch process and/or mobilization of on-call duty officers.
• Control and monitor the proper functioning of equipment and systems.
• Carry out quality controls, perform the necessary follow-ups with their team, complete performance evaluations and periodic reports.
• Answer inbound calls and/or make outbound calls during busy periods.
• Contribute to the process of improving procedures and practices.

Responsibility 2 - People Management

• Supervise, train, and coach the Contact Center Agents.
• Plan and facilitate team meetings.
• Manage, create, and update Contact Center Agent's schedule in collaboration with the Contact Center Lead.
• Approve Contact Center Agents timesheets, vacation, and leaves.
• Provide feedback to team members on the quality of calls, mastery of procedures and processes, and the quality of notes transcribed into the various forms.
• Meet periodically with Contact Center Agents to help them track organizational goals.
• Act as a resource person for Contact Center Agents. Provide guidance and support.
• Be responsible for the performance evaluation of Contact Center Agents.
• Provide leadership in the development of work plans and career development plans for assigned staff.
• Support implementation of all People Services policies and practices, ensuring opportunities are created for professional development, recognizing, and celebrating successes, and cultivating a culture of teamwork, collaboration and innovation across all levels and functions of the organization.

What we are looking for :

• Fluency in French and English is required, both written and spoken.
• At least one year of professional experience in a contact center.
• Possess a minimum of 6 months experience in a supervisory role, preferably in a contact center environment, or an equivalent combination of education and experience.
• Team player, able to evolve in a flexible and agile work environment.
• Good analytical, synthesis and problem-solving skills.
• Ability to coach, supervise and manage a work team. Be a motivator.
• Demonstrate good stress management skills.
• Experience working with a CRM (Client Relation Management) database and a cloud-based contact center system.
• Be comfortable and autonomous in using a computer and be able to evolve in a completely virtual work environment.
• Be comfortable performing daily work with minimal supervision.
• Ability to use common Microsoft applications, primarily Word, Excel and Outlook.
• Ability to multi-task, time management and organizational skills.
• Demonstrate a positive attitude, flexible and empathic approach.
• Possess a high-performance, results-oriented culture.

Working Conditions :

• This is a permanent full-time position.
• The work is performed from home.
• The incumbent will work on a rotating that include day, evening, and night shifts. The incumbent will also be required to work on some weekend and holidays.
• This position may be required to work overtime as needed.
• As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).

#RegularRecruitment

Salary Band:
$53,142 - $66,427