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Team Leader, Subscriber Services

Location:	North York, Toronto, Ontario, Canada
Job Type:	Permanent
Posted:	21st Jan 2010
Closing Date:	1st Jan 2010
Posted By:	Philips Lifeline
Details:
Team Leader, Subscriber Services Position Description: Position Title: Team Leader, Subscriber Services Position Summary: The Subscriber Services department is a 7 by 24 operation that consists of a Response Centre, answering approximately 4000 alarms/calls per day and growing at 10% per year it is a fast paced, hands-on environment. This position will report to Subscriber Services Manager. We are seeking an individual with management experience in customer service and operations to contribute to our growing business. You will be accountable for managing a Subscriber Services team, developing staff, developing coaching plans and providing input for business plans. The position requires focused leadership and an aspiration to the highest standards of effectiveness and industry leading performance standards. Aiming at the highest standards of performance, you have a great aptitude to work effectively, to build strong relationships and to contribute to our continued subscriber growth. Training, coaching and motivating your team are the cornerstone of your past and future success Key responsibilities: • Build strong relationships with team members and peers • Actively manage the continued development of the Team members with a focus on coaching and customer service excellence • Monitor and report on agreed performance metrics for the Subscriber Services department • Achieve monthly and quarterly targets and quality metrics • Work closely with the other departments in order to develop effective processes and protocols which are aligned with all other departmental activities • Maintain effective communications with all departments Requirements: Education: Post secondary education preferable and/or equivalent experience Experience required: • Minimum of 3 years of management experience in Customer Service, preferably in a call center environment • Proven ability to manage in a complex environment independently, with minimal supervision and effectively motivate, train, and deploy resources to achieve performance goals • Relentless focus on process and efficiency improvements • Demonstrated coaching and facilitation skills Skills: • High energy and stamina with ability to work effectively under pressure • Flexible and self-directed • Demonstrated superior judgment • Strong conflict resolution and interpersonal skills • Strong time management and organizational skills • Demonstrated ability to use analytical and problem solving skills • Must function well in a collaborative team environment • Excellent written and verbal communication skills • Proficient in MS Office • Fully Bilingual (French/English) would be an asset

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