Team Lead / Trainer, Call Centre

The Dufresne Group - Winnipeg, MB (30+ days ago)

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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.

Apply now!

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.