Call Centre Team Lead

Team Leader- Call Centre

Company Overview

Healthscreen Solutions Inc. (www.healthscreen.com) creates leading edge software for a growing list of research groups and community physicians consisting of over 1600 sites. Located in downtown Toronto, Healthscreen serves thousands of physicians and handles more than $1.5 billion in healthcare transactions a year.

We are currently looking for a Team Leader for our call centre. This person must be good with people, be open to change, have experience dealing with conflict resolution, and be willing to take initiative.

Duties & Responsibilities:

Coordinate day-to-day issue resolution within an assigned Call Centre team, ensuring that issues are resolved by team members in a timely manner, in accordance with SLA's; escalating issues to Call Centre Manager, where necessary
Manage individual and team performance to meet key metrics
Act as primary escalation point for Customer Service related inquiries, while remaining available to assist other teams
Responsible for conducting quarterly Performance Reviews of Customer Service Representatives, identifying personal development opportunities within the team, and conducting regular documented coaching sessions with the team.
Responsible for the proper implementation of changes to procedures, client requirements
Monitor compliance to internal policies and procedures
Identify opportunities for continuous operational improvement
Responsible for internal communications to the team
Set daily individual and team performance goals

Qualifications:

Prior management or team leader experience is preferred
Must have experience working in a call centre environment
Quality assurance experience is preferred
Demonstrated ability to coach, train and address employee conduct and performance concerns
Post secondary education and/or equivalent work experience
Solid experience with MS Office applications (i.e. Excel, Word, PowerPoint)
Strong written and verbal communication skills
Ability to work in a fast paced environment

Contact:

Interested candidates may submit their resume to resumes@healthscreen.com and quote "Call Centre Team Lead" in the subject line.