SUMMARY:

The candidate chosen for this position will work closely with the Supervisors to mentor and coach representatives to maximize performance and overall call quality. The candidate must be flexible to work any shift based on current business needs.

KEY ACCOUNTABILITIES:

• Participate in call calibrations
• Handle customer escalations
• Conduct daily side-by-side (live) coaching sessions with customer care and technical support agents focused on main KPIs
• Assist in monitoring service levels and schedule adherence in coordination with WFM and Supervisors
• Complete attendance tracking and reporting as required
• Complete Quality compliance monitors in accordance with guidelines and deliver feedback to agents on results
• Provide positive and constructive feedback to agents
• Motivate agents to exceed expectations
• Reinforce set targets for agents, monitor their success & develop action plans
• Make follow up calls on compliance items
• Handle any system issues and ticket management
• Handle consumer calls in both customer service and technical support in times of high call volume
• Make recommendations for improvements to call handling procedures and training content based on floor results and agent feedback
• Other duties as assigned

CORE COMPETENCIES & ATTRIBUTES:

• An analytical thinker, able to synthesize complex or diverse information, collect and research data, use intuition and experience to complement data
• A proven track record with the ability to supervise, motivate, lead direct reports
• Ability to take initiative, volunteer readily, undertake self-development activities, seek increased responsibilities, take independent actions and calculated risks, look for and take advantage of opportunities, ask for and offers help when needed
• Excellent people management skills including a successful track record in developing team members’ skills, motivating, encouraging growth, providing constructive performance feedback and building an effective team
• Effective communication skills with colleagues and management: verbal, written and listening
• Punctual, is consistently at work and on time, ensures work responsibilities are covered when absent
• Fast learner, not easily overwhelmed

EXPERIENCE & QUALIFICATIONS:

• 1-2 Years in Call Center environment
• Previous supervisory experience an asset
• Experienced in coaching and mentoring representatives to drive performance
• Proficiency with Microsoft Office products and Internet

As a Gatestone Team Member, You'll Enjoy

• Supportive leadership and coaches
• Ongoing training to be the best that you can be in your job
• Leadership development programs to prep you for career growth opportunities (Gatestone loves to promote from within)
• Employee discounts to local stores and services
• Extra bonus opportunities through our Employee Referral Program

Who We Are

Have a look at some of our corporate YouTube content, and please keep in mind that these videos were captured prior to COVID-19.

• Corporate Video: https://www.youtube.com/watch?v=zRjHeDgcHbs
• Employee Experience: https://www.youtube.com/watch?v=DELwC16Pjig
• Bloopers: https://www.youtube.com/watch?v=KRcZu5zd64Y

We are an accessible workplace.

Individual accommodation shall be provided for applicants with disabilities who meet the required qualifications. Please advise us at any time during the recruitment process

Job Types: Full-time, Permanent

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• Brantford, ON: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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