Spud is looking for a Community Care Team Lead!
The role of a team lead is to train and transfer their knowledge and experience onto the rest of the team. Conduct quality assurance checks ensuring representatives are providing a world class customer experience.
SPUD.ca is an online grocery delivery business in Western Canada. We are a passionate team who believe that food touches every aspect of our lives, so we are advocates for sustainable farming practices, sourcing locally, treating animals humanely, and reducing food waste. As a Certified B Corporation since 2013, we are committed to socially responsible business practices.
Duties & responsibilities:
Provide Real Time monitoring of the call centre system to ensure that adequate staffing is available at all times
Support the daily activity of Community Care reps through providing supervision, leading and mentoring and training. Field questions, ensure we stay ahead of any experiential issues, track daily tasks, and support Customer Accounts
Handle complaints and provide appropriate solutions within SLAs and follow up to ensure resolution
Provide timely feedback to the senior leadership team regarding service issues, bug issues or customer concerns
Create & distribute End-of-day reports
Support staff with technical challenges, answering questions, assisting with more complex customer inquiries, etc.
Training new hires, including conducting job shadowing sessions, tracking progress, etc.
Monitoring staff, ensuring that agents are following deployment and are assigned to the correct duties
Contributing to operational reports including but not limited to; staff attendance, agent statistics, customer interactions, etc.
Organizing and updating necessary internal information
Creating training videos and documentation
Handle overflow of calls, emails, and chats when required
Conduct team huddles
Coach team members
Additional duties as required
