Contact Center, Team Lead
We transform the way people use energy.
About EfficiencyOne
EfficiencyOne is a leading efficiency enterprise. Our core values are integrity, innovation, and partnership and our purpose is “we transform the way people use energy”. We work with many outstanding partners to supply cost-effective energy efficiency and carbon mitigation services in Nova Scotia and beyond. Together, we help people achieve their energy goals, save money, conserve resources, improve well-being, and combat climate change.
Investing in energy efficiency comes with many benefits—lower heating bills, more comfortable spaces, new jobs in our communities, and a smaller overall carbon footprint. To date, our work has achieved over $4 billion in energy savings and contributed to 22% of Nova Scotia's GHG emission reductions. If there's a better way to improve energy efficiency, we'll find it. Find out more about how we are making an impact here: https://www.efficiencyone.ca/impact/.
Why you’ll love working here:
- A culture that understands there is life outside of work and cares about their employees.
- We offer a fun, social, and inclusive working environment in a newly renovated space, plus hybrid/remote work options, and a strong focus on health, safety, and wellness.
- You’ll enjoy fair, equitable, and competitive compensation aligned with the changing market.
- We offer an exceptional and holistic benefits plan (65% employer paid), retirement savings plan (defined contribution), health and personal lifestyle spending accounts, and employee and family assistance program.
- You can grow at EfficiencyOne, with approved job-related courses, memberships, and designations 100% company-paid. Plus, we make it a priority to ensure employees are provided opportunities to fill internal roles.
The opportunity:
The Team Lead will provide direction, guidance, and support to a team of up to 9 Contact Centre Representatives. You will develop, coach, and empower team members to provide our customers with a superior service standard. You will support employees in transferring the skills and knowledge they have acquired in training for continued success. The successful individual will also monitor and analyze client service delivery, develop metrics to identify trends, risks, and opportunities, proactively engage with peers to resolve barriers to operational excellence and recommend and implement solutions to enhance overall service delivery and client experience.
- Responsible for ensuring direct reports have annual measurable targets and goals in place and expectations/priorities are communicated.
- Responsible for staying informed regarding E1 programs and new service offerings to ensure advisors are informed of all existing and developing program changes.
- Responsible for implementing a Quality Assurance process with the Training Specialist, including a frequency appropriate for a large contact center team and high call volumes.
- Responsible for using E1 methodology, team input, and own initiative to ensure attendance and retention targets are achieved.
- Responsible for providing backup to the contact center team (when required), including, but not limited to, answering incoming calls, responding to emails, and assisting with customer escalations.
- Responsible for working with the Customer Care Manager to identify, recommend, implement, and monitor any necessary Contact Center operational improvements.
- Responsible for reporting customer feedback on new and existing programs to the Customer Care Manager to support continuous improvement and customer satisfaction.
- Responsible for improving quality service by identifying opportunities and recommending improvements in customer service processes.
- Responsible for developing and maintaining Contact Centre training documents and department procedures manual.
- Responsible for monitoring/directing day-to-day department scheduling, monitoring call volumes, and daily/weekly reporting.
- Responsible for assessing weekly/monthly team metrics and targets with the Customer Care Manager.
What Will Help You Succeed?
- A Community College or University diploma or equivalent combination of education and work experience.
- Minimum five (5) years experience in a customer service-oriented position and managing a team.
- Experience in a call center environment.
- Experience with and proficiency with all MS Office applications (including Teams)
- The ideal candidate should have excellent customer service skills, with an empathetic and helpful nature as well as be diplomatic, tactful, and flexible. Proficient in active listening, quickly establishing rapport with clients, explaining concepts in simple, understandable terms, diffusing frustration, and resolving conflict.
- The ideal candidate should have the ability to prioritize deliverables and work independently or within a team.
What to expect in your first several weeks on the job:
In the first week, expect to:
- Meet with the team.
- Learn about the organizational history of Efficiency Nova Scotia
- Receive an orientation of duties performed by the Contact Centre Team Lead and Contact Centre representatives.
- Begin to gain familiarity with the Efficiency Nova Scotia programs/services website pages.
- Be introduced to the tools and resources used to perform the Contact Centre Team Lead duties.
In the first month, expect to:
- Increase depth of understanding of programs and services offered by Efficiency Nova Scotia
- Job shadows the other Contact Centre Team Lead and understands their roles and responsibilities.
- Become more familiar with the organizational structure, programs, and departments, as well as the people within them and their functions and roles.
- Gain confidence in knowing where to look for answers needed to address inquiries from Contact Centre Representatives, Navigators, and program teams.
- Perform core duties with limited support.
In the first three months, expect to:
- Perform core duties independently.
- Gain expert-level knowledge of the tools, techniques, and processes of the Contact Centre Team Lead role.
- Establish a performance and development plan with your manager.