YM Inc. was founded on the strength of a single retail store in the heart of downtown Toronto in 1975, under the name Stitches. Today we are one of North America’s leading apparel retailers operating over 600 stores across Canada and the United States under the following banners: Stitches, Urban Planet, Urban Behavior, Sirens, West 49, Urban Kids, Suzy Shier, and Bluenotes.
The Team Leader, Customer Service Centre (CSC) is responsible for managing the team of agents. This includes monitoring and achieving team objectives, providing ongoing training and coaching and ensuring customers have a positive experience.
Duties and Responsibilities
Provide training, coaching and support to team members
With the Manager, establish priorities and delegate workload for the team
Lead and inspire CSC agents to deliver excellent levels of customer satisfaction
Assist staff with the identification and timely processing of priority items (rushes, misplaced packages, etc.) and organization of daily work
Manage all escalations within the CSC, working with the customer to resolve concerns if needed
Assist team members with work load, as required by volume and deliverables
Contribute to and ensure a positive team atmosphere
Effectively use business tools to monitor team’s performance, call quality and adherence to policies and procedures
Post-secondary education in associated field and/or related experience
Minimum 2 years of Call Centre experience
Knowledge of customer service best practices
Experience in data analysis
Knowledge of CC equipment/software (e.g. Aircall and Gorgias) an asset
Knowledge of the retail industry an asset
YM Inc. is an equal opportunity employer and encourages applications from qualified individuals. We thank all applicants for their interest: However, only those selected for an interview will be contacted. If chosen to participate in the selection process, accommodations are available upon request. We will consult with the applicant to provide or arrange suitable accommodation in a manner that takes into account the applicant’s accessibility needs.