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Contact Centre Team Lead

Morneau Shepell Ltd

This is a Contract position in Toronto, ON posted November 1, 2020.

Build a meaningful career At Morneau Shepell, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives.

The extraordinary expertise of a more than 6,000-strong workforce is harnessed to support the employees and families of the organizations we serve.

Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Contact Centre Team Lead Benefits Outsourcing Toronto, ON Full time Responsibilities
• The purpose of this position is to develop the team through motivating, coaching, and providing feedback.

Monitors the day-to-day operations of the staff to ensure department goals and objectives are achieved.

Occasionally handles additional special projects as assigned.

• Provides assistance to the team by answering daily questions, providing ongoing developmental training to team members, encouraging self-directed research, and providing team motivation to meet departmental goals.

• Continues interactive communication with each team member, promoting and encouraging a positive team atmosphere.

• Focuses on continuous improvement of the team, identifies the need for ongoing training, and provides recommendations to management.

• Responds to escalated calls from client’s plan members
• Audits and monitors employee functions to ensure the quality and timeliness of processes.

• Prepares and distributes reports for management review.

• Addresses escalated requests keeping supervisor aware of situation and providing documentation.

• Creates and updates documents outlining processes and systems within the department.

• May attend meetings with other departments to resolve issues and provide updates to the team.

• Peer review of documentation regarding client memberships
• Manages multiple priorities simultaneously in a fast paced environment
• Devises ways to continuously improve team operations and performance
• Provides backup to the supervisor as necessary.

• Assists with special projects and other tasks, as required Succeeding as a Contact Centre Team Lead will require the following core qualifications and skills
• 2-3 years of supervisory experience in call center environments, experience in Benefits, HR, or other related environment a plus
• Associates Degree or equivalent experience preferred
• Must be available 8am-8pm for all days the contact center is operating
• Maintain an acceptable level of performance in all currently-measured areas, including attendance, schedule adherence and reliability
• Earn satisfactory performance appraisals (if applicable); and
• Have no verbal or written performance issues pending
• Ability to motivate and coach staff in a team environment.

• Ability to maintain confidentiality.

• Detail-oriented, with strong analytical skills
• Exceptional customer focus and professionalism
• Dedicated team player that demonstrates initiative, independence and good judgment
• Excellent time management skills and the ability to manage multiple assignments Job Grade: MS3 Fulfilling work that matters Morneau Shepell is in the business of helping organizations help their people and in the process, we strive to elevate ours.

We’re always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve.

We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At Morneau Shepell, we are committed to putting our people first.

Our priority is to optimize the health and productivity of our people.

In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees.

Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions.

We are excited to connect with you virtually, and look forward to receiving your application.

Find your fit with us.

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