Team Leader / Trainer, Call Centre
The Dufresne Group is currently seeking a Team Leader / Trainer, Call Centre for our Service Centre Team within our Winnipeg Distribution Centre located at 230 Panet Road .
As a Team Leader / Trainer, Call Centre you will be responsible for providing coaching and support to the Guest Care and Business Management teams to ensure all tasks, policies, and procedures are performed and completed as required to meet the needs of internal and external customers. Project management for the design, development and implementation of learning and change activities within the organization.
The Dufresne Group is committed to investing in our team members; we offer:
Market competitive wages;
Comprehensive benefits plan and excellent employee discounts;
Employer Sponsored Retirement Savings Plan;
Career growth and continuous development;
Respectful and family-oriented working environment with strong company values.
As a Team Leader / Trainer, Call Centre you will:
Day to day execution of coaching, training and development opportunities within the guest care, business management, and the repair teams
Ensure the team follows standard operating procedures for the resolution of Customer Service issues and Business Management procedures
Ensure the team performs in a professional manner at all times with coaching of quality care techniques
Provide training direction and support to new hires and existing staff of guest care and business management.
Respond to, identify opportunities and close the loop on NPS comments, provides feedback to Manager and/or director as required Tracks NPS reporting and trends
Identify challenges within guest care & business management and makes recommendations to improve existing programs, quality calling, operational procedures and solve problems for coaching and training
Provide individual coaching
Provide feedback on coaching and training opportunities for the staff with the Manager of Guest Care and Team Leads
Assist with the hiring of Customer Service Agents which includes vetting resumes, booking interviews and doing reference checks.
Maintain guest care literature and guidelines
Understand, follow and ensure compliance with all safe work practices and rules Provide and produce the weekly Guest Care newsletter along with the team leads
Provide assistance or backup to the team leads whenever needed
Provide assistance to the repair team with coaching opportunities
As a successful candidate you will have the following:
A combination of post secondary education & experience
2+ years demonstrated experience in a customer service call centre environment, with 1-2 years in a supervisory or team lead role
3+ years previous training experience including developing, designing and delivering training programs preferably in a retail environment in a variety of formats, Development and delivery of leadership programs is an asset.
Designations and/or certificates in Training and Curriculum/Program Development
Excellent verbal, written, group facilitation and presentation skills
Strong organizational & prioritizing skills
Demonstrated ability to coach team member to acceptable performance levels
Excellent computer skills with a good working knowledge of Microsoft Office products and ability to learn in-house computer programs
Demonstrates company’s Core & Leadership competencies
Ability to work days, evening and Saturday as required.
The Dufresne Group welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.