Team Leader

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Who We Are:

Welcome to ContactPoint 360, the world's fastest-growing global BPO.

At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines.

Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.

At ContactPoint 360 Inc., we deeply understand the meaning of family and values. As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace. Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.

We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients' customers into loyal advocates for life.

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Job Summary Purpose:

We are seeking an experienced and dedicated Team Leaderto join our growing organization. The ideal candidate will have a strong background in coaching for empathy, proven experience in contact center operations, and a history of achieving and exceeding KPIs and targets. We are looking for a seasoned team leader who can effectively manage, motivate, and develop their team to deliver exceptional customer service.

Key responsibilities:

• Lead, manage, and coach a team of call center agents, ensuring they provide empathetic and effective customer service.
• Monitor and evaluate team performance against established KPIs and targets, implementing corrective action plans as needed to improve results.
• Develop and maintain a strong understanding of the company's products, services, and policies to effectively support the team.
• Conduct regular one-on-one coaching sessions, team meetings, and performance evaluations, providing feedback and guidance to help agents grow and develop their skills.
• Work closely with other team leaders and management to share best practices, identify areas for improvement, and collaborate on initiatives to drive continuous improvement.
• Foster a positive work environment, promoting teamwork, open communication, and employee engagement.
• Handle escalated customer issues, providing effective solutions and maintaining a high level of customer satisfaction.
• Assist in the recruitment, onboarding, and training of new call center agents.
• Ensure compliance with all company policies, procedures, and regulatory requirements.

Key requirements:

• Minimum of 3 years of experience as a team leader in a BPO or call center environment.
• Experience with Lean 6 Sigma for Call Center Operations.
• Demonstrated ability to coach for empathy and effectively manage diverse teams.
• Proven track record of achieving and exceeding KPIs and targets.
• Strong communication, interpersonal, and leadership skills.
• Ability to effectively manage and prioritize multiple tasks in a fast-paced environment.
• Experience with workforce management tools, CRM systems, and call center software.
• Excellent problem-solving and decision-making skills.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Flexibility to work in shifts, including evenings, weekends, and holidays, as needed.
• Experience in training and development of call center agents.
• Knowledge of industry best practices and trends.
• Familiarity with quality assurance processes and procedures.
• Multilingual capabilities are a plus.

What's in it for you?

• Great base salary
• HMO Medical Insurance
• Dental Coverage
• Paid Vacation and Sick leave
• 13th-Month Pay
• Career & Leadership Development Training Programs
• Corporate Employee Discounts on Partnered Stores

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, or disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.

Join our Amazing Team Today and Embrace Excellence Together