CSC Team Leader COMPANY PROFILE: Our client is a worldwide leader in IP-based video communication and collaboration services, with offices in the United States, Canada, UK, Hong Kong and China. We are currently looking for a CSC Team Leader for our Toronto operations. Your main responsibilities in this role will be: - Creation of Daily Log for Calls Scheduled to be launched across all CSC regions (as required).
- Type of call (M&G/Launched), Operator Assigned, and Duration. - Management of Duty Manager Queue to ensure all tickets are auctioned or scheduled. - Ensure all call launches during shift are assigned efficiently to avoid unnecessary "doubling" up. - Ensure daily checks are performed by the CSC. - Ensure all customer facing emails are sent by the team from the correct distribution group.
- Ensure all Completion/Incident reports are sent to the customer in a timely fashion.
- Weekly review with Manager and other CSC Team Leads on top 10 Accounts.
- Review should detail all open Cases – with particular emphasis on SLA violations. - All vacation and sick day requests will require approval of the CSC Manager. - Point of contact for CSC operators calling in sick when on shift and reassigning call launches accordingly - First point of contact for any and all CSC issues recurring assistance or management intervention (out of hours facilitated by a company issued PDA).
- All CSC members must request the assistance of the team lead if and when a customer issue arises. - Ensure all CSC members are proactively logging in and out of the Customer Support Center phone queues. Mitigating missed calls received by customers.
- Ensure that all customer messages (Video Voice Mail and On-Call Center) messages are actioned within 15 minutes of receipt.
- Engage on customer service issues – researching and implementing any and all service related issues as realized by customers (Service Improvement Plans).
- Work in conjunction with the other CSC Team Leads to summarize all escalations from the CSC to the NOC on a weekly basis, ensuring that adequate trouble shooting has occurred by CSC teammates, and identifying any training opportunities.
- Work in conjunction with the other CSC Team Leads to craft strategies for improving customer service and enhance customer focus skills.
- Facilitate team building and nurturing team spirit.
- Work in conjunction with the NA CSC Team Lead to develop structured training programs for new hires and development programs for existing team members.
- Oversee projects in CSC in conjunction with other CSC Team Leads.
- Report to leadership - progress, outstanding issues and challenges.
- Be first point of contact for all customer complaints regarding service related issues (not technical). Escalate to SAM when required.
- Participate in customer meetings when required, when a service assurance representative is needed.
- Point of contact for CSC operators calling in sick when on shift and reassigning call launches accordingly.
- Ensure all call launches during shift are assigned efficiently to avoid unnecessary 'doubling' up.
- Ensure daily checks are performed by the CSC.
- Ensure all customer facing emails are sent by the team from the correct distribution group.
- Ensure all Completion/Incident reports are sent to the customer in a timely fashion.
As the ideal candidate for this role, you will have 2 – 3 years Global IT Contact centre Team Lead/Supervisory experience. Preference will be given to individuals who have experience or in-depth understanding of advanced service-led technologies - particularly video communications, IP, VOIP and: Knowledge in defining Contact Centre Metrics and KPI's (Ex. ACD Call answer rates, Case management, Customer complaint resolution, CRM trouble ticket reporting and analysis, Process definition, Employee Shift Management - Shift scheduling/Objectives/Disciplinary/Hiring & Dismissal, etc). In addition, you must have excellent communication skills (English), a Professional manner and customer service experience. You must have an understanding of Telecommunication networks and ISDN. You Must be able to work all shifts in a 24/7 Customer Support work environment. You will also have a strong PC literacy, MS Office, Visio, MS Project.
Anyone interested in this position must submit their C.V. in confidence by email: resumes@humanresources101.com
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