Team Leader, Call Center

Date Posted August 22, 2022
  • Department Team Leader
  • Location Toronto, ON
  • Job ID 108206

It’s your time! Be part of a successful Company where you can grow your career and be rewarded and recognized for your contributions.

YM Inc. is one of North America’s leading apparel retailers operating over 750 stores under the following banners: Stitches, Urban Planet, Urban Behavior, Sirens, Urban Kids, Suzy Shier, Le Chateau, Thrifty’s, Bluenotes, West 49, Mandee and Charlotte Russe.

We are committed to creating a culture where people feel valued and inspired to achieve results. We attract and nurture the best people by providing leadership opportunities, career development and continuous learning. We are committed to leading by example and with integrity. We treat people with respect and dignity and promote the benefits of diversity. That is our Philosophy.

How you will make a difference:

The Team Leader, Customer Service is responsible for coordinating the daily operations of a 3-4 person team. This includes monitoring measurable goals that drive productivity, developing agents, responding to customer service inquiries and concerns and managing departmental relationships.

What You’ll Do:
· Supervise Instore Customer Service Center team and processes, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, team duties and responsibilities, staffing levels and supervision

· Act as the liaison for all escalations within the Instore Customer Service Center

· Contribute to and maintain procedures for consistency and increased productivity for all Instore Customer Service Center requirements

· Maintain current knowledge of new developments and processes

· Prepare reports and analyze Instore Customer Service Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

· Monitor calls to observe employee’s professionalism, technical accuracy, and adherence to Company policies

· Oversee Instore Customer Service Center system maintenance and troubleshooting, as needed

What You’ll Need

· Post-secondary education in related discipline or equivalent experience.

· Minimum 3 years of Call Centre experience

· Minimum 1 year of previous supervisory experience

· Experience with Gorgias or similar software highly preferred

· Experience with AS400

· French bilingual an asset

· Knowledge of the retail industry an asset

· Proficient in Microsoft Office

Related Work Skills

· Customer service oriented

· Exceptional ability to build rapport and partnerships with team members

· Strong verbal and written communication skills

· Exceptional leadership skills

· Excellent problem-solving and interpersonal skills

· High attention to detail

· Exceptional business phone etiquette

What we offer:

  • Competitive Compensation Package
  • Health and Dental Benefits Plan
  • Paid Sick Days
  • Employee Discount
  • Tuition Reimbursement
  • Ongoing Training and Development
  • Career Advancement Opportunities
  • Being part of an amazing, supportive and collaborative team

YM Inc. is an equal opportunity employer. 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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