Team Leader, Customer Experience

Compensation: $68,000 – $70,000 / year (full-time / permanent)

On Side Restoration is looking for a Team Leader (TL) to join our customer experience center team! This position is a hybrid remote role with some working time in branch. The mission of the customer experience center is to ensure all customer inquiries are answered in a timely, professional, and friendly manner. Our Team Leaders support the Contact Center by training, coaching, managing, reporting, and measuring KPI’s.

The Team Leader, Contact Center is responsible for:

• Developing a positive team culture of high engagement and continuous improvement
• Developing top talent with regular coaching sessions and performance management when required
• Manage employee schedules and adherence
• Analyzing data to identify trends to ensure consistent customer engagement
• Collaborate with internal and external stakeholders on key initiatives
• Representing the Contact Center in cross functional team engagements
• Maintaining excellent communications with all internal/external stakeholders
• Driving change by identifying areas of improvement and positively energizing staff

What you bring:

• Demonstrated managerial and organizational abilities at a leadership level (2+ years)
• Strong knowledge of, or experience with the intricacies of a call center.
• Strong organizational skills with the ability to manage multiple priorities and responsibilities, daily.
• You genuinely like people and working with them to solve problems
• Progressive coaching experience.

Of Note:

We’re proud to support a flexible hybrid approach which gives everyone the best of both worlds. This role requires time in branch weekly and requirements may change as team needs change. This will be discussed in full should you be selected for an interview.

What’s in it for you?

We’re an established company in a growing industry and we need awesome people! We WANT you to be fulfilled by your work, we WANT you to enjoy the people you work with and we WANT to provide you with learning and advancement opportunities. We also love that we’re able to provide an employee assistance program, RRSP matching and a comprehensive health plan which includes extended medical (ex. chiropractic, massage, acupuncture, vision) dental, long-term disability (LTD) and life insurance. At On Side we work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day.

Get on our side!

Both major weather disasters and minor accidents involving water, fire, and more happen every day, and in our industry, this is how we keep busy, restoring properties 24 hours per day, 7 days a week. Mother Nature usually doesn’t wait for an invitation, but we’re in the business of dealing with party crashers, and we’ve done it for over 40 years!

We have branches from Victoria, BC to St. John’s, Newfoundland and (almost) everywhere in between. Our fantastic team of over 2,000 employees stretches far and wide across Canada, and we’re growing—YOU could be the next great addition!