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Customer Service Team Lead – Remote Onsite (Call Centre)

Ian Martin Group

This is a Contract position in Toronto, ON posted September 29, 2020.

Customer Service Team Lead – Remote Onsite* Working remotely in the Toronto area* 6-month contract* Hours: Monday to Friday, standard business hours   * Wage: $20-$22 per hour, depending on experience, with bonus available   You have experience coordinating large teams of people and have been in roles where you’ve managed a high volume of outgoing calls. You’re great with details and love working with people, and you also happen to love a good mystery. This job is perfect for you. Customer Service Team Lead – Remote OnsiteThere is an anticipated need at a local call centre for a role that combines customer-service with health and safety. It involves lots of calling, diligent tracking of information, and some good old-fashioned detective work. In this role, you’ll be a “playing coach,” leading your team by example, and through dedicated leadership tasks.  Specifically, you will: * Receive an unstandardized list of people to be contacted, with varying levels of information* Contact each of those people, persisting until you reach them * Inform people of critical information, and what steps they need to take after the call * Tactfully handle people in various states of mind, from calm, to afraid, to angry * Track your activity and the results for accurate records As Team Lead you will:   * Support the integration of new staff into the environment * Foster team accountability, addressing performance, absences, professionalism, and tardiness * Handle requestions for wage increases * Act as the point of contact for your team, for their questions, and for filling in their supervisors if they’re late or can’t be online * Follow up on outstanding/late timesheets, report absence, and track performance statistics   If you’ve coordinated a customer service team, or worked in a call centre, this work will feel familiar.    The Details: This is a full-time, temporary position (6-month contract) in the public sector. You’ll be set up to work remotely, Monday to Friday, during standard business hours. Wage will be between $20 and $22 per hour, depending on your experience.    Qualifications  Here’s what you’ll need: * Experience working in a public-facing role, making outbound calls* Ability to read, speak, and write in English * High-school diploma or equivalent* Experience using computers to enter data (MS Office preferred)  Anything on this list would make you a top candidate: * Experience working in an outbound call centre, especially as a team lead* Experience working in the health care industry OR healthcare education background* Ability to read, speak, and write in a language other than EnglishAbout Ian Martin Group: At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies. As a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.