THE ADVANTAGE

When you're an employee of Advantage Communications, you're home. Located at the Towers in New Kingston, we are looking for strong community leaders who embody our 4 core values. If you are a positive person, honest, humble and fun to work with, we'd very much like you to become a member of our team! 

CAREER SUMMARY

Team Leads provide world class leadership for front line call center employees and are responsible for developing them to their maximum potential.  A Team Lead supervises and coordinates the day to day operations for their squads to ensure business needs are met and goals have been achieved.  They accomplish this by providing routine coaching, leading by example and creating a friendly work environment.

ESSENTIAL DUTIES AND REPONSIBLITIES include the following however other duties may be assigned.

• Responsible to supervise the activities and provide leadership to a team of front line call centre employees in order to develop them to their maximum potential and ensure that business objectives are met.
• Develop and maintain an in-depth and comprehensive knowledge of all performance, quality standards surrounding product and/or service offerings provided by the client.
• Provides leadership which fosters open communication focusing on “Making a Difference” and enhances the employee experience enabling them to reach their maximum potential.
• Engage employees in an open and consistent manner in order to develop strong relationships which create and foster brand loyalty and customer satisfaction.
• Manage and direct the day to day activities of front line staff ensuring that all business needs are met.
• Carry out performance measuring on defined KPIs, monitoring, and evaluation of all assigned front line staff ensuring that the standards of job performance have been met. Performance measuring must be carried out within the intervals as defined by the operational requirements of the account.
• Review employee performance for coaching/training opportunities and engage in the appropriate development action to close any identified gaps so that the employee may reach their maximum potential. All assigned employees must be coached on a regular and frequent basis as defined by the operating requirements of the account.
• Ensure that all team members have the appropriate support required and that they have received the training needed to apply the best skills and knowledge to the job.
• Engage in constructive measures as defined by policy in order to correct any performance or other activities engaged in by the employee which do not meet the standards of job performance or comply with company policies.
• Ensure that all assigned employees receive scorecards and performance reviews within assigned time frames which comply with company policies.
• Act as a subject matter expert for front line staff by answering questions, assigning tasks, and by following up and giving direction as needed.
• Communicate strengths, weakness, opportunities and threats (S.W.O.T.) to management.
• Practice and ensure compliance with all organizational policies and procedures in order to uphold business integrity.
• Responsible to engage in various internal development opportunities in order to maintain and improve on knowledge surrounding quality processes and product/service information.
• Participation in weekly meeting and conference calls.
• Performs frontline duties as required.

HOW TO MAKE A DIFFERENCE

• Go the extra mile to delight our employees!
• Provide outstanding structured coaching and development to your collective team
• Lead by example by demonstrating adherence to, and support of company policies and procedures
• Work with the leadership team to effectively direct change within a growth orientated environment
• Influence hiring decisions by participating in the candidate selection process
• Achieve business goals through planning, monitoring and continuous analysis of your teams’ performance

BENEFITS

• Paid time off
• Medical, dental and vision
• Performance pay incentives
• Career growth opportunities
• Leadership training and certification

QUALIFICATIONS 

•  Minimum of six (6) months of employment experience in which this position will be assigned.
• Previous experience within a supervisory position would be an asset.
• Experience in identifying and managing business requirements would be an asset.
• Experience in the telecommunications industry, knowledge of its products and services would be an asset.
• Completion of post-secondary education with a degree or diploma in Business Administration or relating field would be an asset.
• Satisfactory completion of a criminal background check.