Bilingual (French) Customer Service Team Leader

Date Posted April 24, 2019
  • Department Customer Service
  • Location Toronto, ON
  • Job ID 49291

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

Qualifications

  • Post-secondary education in associated field and/or related experience
  • Minimum 2 years of Call Centre experience
  • Bilingual (English/French)
  • 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.

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