Influx provides Support as a Service for brands and tech companies. This includes an entire operation available on demand: agents, management, training, QA, data, and insights.
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We are looking for an experienced team leader to join our team.The role requires one to be a motivational figure for service agents within the team, driving them on to achieve their best, deliver customer experiences of the highest standard, and ultimately prevent problematic mistakes.The role holder is also expected to promote customer satisfaction.
Requirements:
2+ years of customer service experience
1 year of management experience (would be an asset)
Excellent written and verbal communication in both French and English
Attention to detail (i.e. verify all details are submitted, able to identify missing information)
Good use of Google suites, Microsoft Excel, Word & PowerPoint Office suite.
Proven experience using Customer Service tools (Ticketing software, Email platforms, chat & phone software, etc.)
Minimum 15mbps wired internet connection
Minimum i5 processor or equivalent
Minimum 8GB Ram
Wired headset
Quiet working environment
We operate 24/7 and work on a rotating roster ( you must be OK to work weekends/public holidays on any shift. )
Duties:
Ensure achievement of Client KPIs.
Ensure the team is organized effectively to maximize productivity
Excellent written and verbal communication in both French and English
Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Daily report to the delivery manager on team performance against KPIs
Listen to prescreened calls/go through the tickets and conduct coaching sessions with Agents
Handle escalations, assist agents by providing support on customer queries
Time management of staff breaks and schedules to ensure no impact on production
Communicate all processes; client changes and notifications to agents in a timely manner
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