Call Center Team Lead - Head Office Burnaby

Posted A month ago

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Job Details

Full Time

Location

Canada

Job Description

UNLIMITED POSSIBILITIES AHEAD.

Position:
Call Center Associate - Team Lead
Status:
Full-Time

Dealership:
OpenRoad Auto Group - Head Office Burnaby
Department:
Head Office - Client Contact Centre

Compensation:
$24.00 per hour

We believe in doing good for our customers and for ourselves. Whether it's launching the most anticipated model of the year or purchasing a vehicle for your next adventure, great people and relationships are at every turn with OpenRoad.

We are proud of our forward-thinking culture developed over 40 years of continuous improvement initiatives. OpenRoad is one of the largest and fastest growing automotive retail groups in the country (representing 20 automotive brands across 25 locations) with a shared vision to become the national automotive leader in customer experience. As one of Canada's Best Employers and Best Managed Companies, we are looking for team players who are excited to continually learn, work hard, and take ownership of their role.

If you love the idea of joining an organization with unlimited possibilities to accelerate your career, then apply to OpenRoad and grow with us today!

A Career at OpenRoad Means You'll Enjoy:

Opportunity to work with a variety of OEM BRANDS including; Acura Audi, BMW, Genesis, Honda, Hyundai, Infiniti, Jaguar, Land Rover, Lexus, Mazda, Mercedes-Benz, MINI, Porsche, Rolls-Royce, Subaru, Toyota, Volkswagen
Amazing Incentives including but not limited to: Discounted Vehicle Purchasing Program, Boot Allowance, Computer Rebate Program, Employee Referral Program, Employer RRSP Matching
Internal and external, training & development opportunities for skill-development and growth
Be part of a collaborative, friendly and progressive work-culture with an emphasis on transparency, innovation, relationship and empowerment
Comprehensive extended health and dental plan, tailored around Associate wellness
Recognition and Engagement Events!

ROLE & RESPONSIBILITIES:

Takes accountability for all essential duties and responsibilities as outlined in the assistants & associates team job descriptions. Primarily responsible for the people leadership of the team.
Mentors, trains, and provides professional development of team members through the performance management process and informal coaching techniques.
Assists in with additional staffing requirements, post interview review.
Contribute to Customer Support Improvement and Excellence program by communicating observed gaps in team knowledge.
Conduct consistent bi-weekly meetings with all agents to discuss performance and standings within their objectives.
Track and maintain compliance with established metrics for agents
Complete established daily, weekly, and monthly statistics and metrics
New hire training and, quality control and performance improvement with staff
CRM, queue and communication management
Mentoring and providing professional development through performance management and informal coaching techniques
Continuing education and maintaining a strong knowledge on all products and procedures to answer guests questions effectively
Represents the management of OpenRoad in a positive and professional manner.
Develops strong working relationships with cross-functional teams across OpenRoad and provides general assistance to other teams within Client Contact Center Customer Support.
Team Leaders are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by OpenRoad.
Ensures that individual performance meets or exceeds department standards.
Ensures daily activities are completed with team, the lead will be actively engaged in all concurrent activities within the team.
Working with multiple software applications.
Other duties as required

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Professional personal appearance.
An interest in the automotive industry
Strong customer service and phone skills
Possess strong organizational, follow-up and paper-flow handling skills.
Quick thinker and learner
Positive, flexible and process-oriented
Organized, Self-motivated, enthusiastic and detail-oriented
Professional and confident attitude
FluentinMandarin and Englishis ideal or preferred
Completed high school education, or equivalent work experience
Previous call center experience (an asset but not required)

Internal Candidates MUST apply by filling out the Internal Endorsement Form on the Intranet. Failure to complete the form will cause a delay in your application.

https://orag.bamboohr.com/careers/3795

We are an equal opportunity employer that embraces diversity. We stand behind the growth of our associates to help them achieve their vision and goals.

JOIN US AND GROW WITH US!

We thank all those that have applied. Only those considered for the position will be contacted.

About OpenRoad Auto Group

OpenRoad Auto Group Ltd is a Canadian automotive retailer representing 18 import automotive brands at 22 locations. Since launching our identity as OpenRoad Auto Group in 2000, we have become one of the largest and fastest growing automotive retail groups in Canada. With over 150,000 customers choosing OpenRoad to purchase or service their vehicle, OpenRoad has established itself as one of the most progressive car retailers in Canada. A Best Employer (2017), Best Managed Company (2016) and CADA Innovator of the Year Laureate (2012), OpenRoad has earned a reputation as people-first organisation. OpenRoad Auto Group is a professional, respectful and well-managed automotive retailer.