Team Lead for Transit Plus Services
City of Winnipeg • winnipeg, Canada
Role Description
Join the Contact Centre as a Team Lead, resolving complex paratransit issues and overseeing service delivery. This position involves real-time dispatching and effective customer communication.
As a Team Lead, you will guide Customer Service Representatives while collaborating with divisional staff. With a focus on training and performance management, you will be instrumental in enhancing service quality in a contact centre environment. Your role includes scheduling, coaching, and ensuring adherence to policies while fostering excellent customer relationships.
Key Responsibilities:
• Resolve complex Transit Plus and On-Request service issues
• Centralize dispatching for vehicles and resources
• Assist in scheduling and training CSRs
• Provide front-line supervision and coaching
• Monitor real-time service operations and urgent calls
Requirements:
• High school graduation or GED required
• Two years of relevant experience in a contact centre
• Knowledge o...
As a Team Lead, you will guide Customer Service Representatives while collaborating with divisional staff. With a focus on training and performance management, you will be instrumental in enhancing service quality in a contact centre environment. Your role includes scheduling, coaching, and ensuring adherence to policies while fostering excellent customer relationships.
Key Responsibilities:
• Resolve complex Transit Plus and On-Request service issues
• Centralize dispatching for vehicles and resources
• Assist in scheduling and training CSRs
• Provide front-line supervision and coaching
• Monitor real-time service operations and urgent calls
Requirements:
• High school graduation or GED required
• Two years of relevant experience in a contact centre
• Knowledge o...