Customer Care Team Leader at Mountain Equipment Company

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

14 Jul, 26

Salary

69900.0

Posted On

15 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team leadership, Call centre management, Coaching, Performance management, Data analysis, Strategic thinking, Customer service, Communication, MS Office, MS Dynamics, Problem solving, Time management, Onboarding, KPI management, Conflict resolution

Industry

Retail

Description

THE OPPORTUNITY At MEC, we believe the transformative power of the outdoors makes us better humans and drives us to do good for the planet. We are here to inspire and support everyone in getting active outside, matching people with gear and advice that instills confidence. We offer more than products; we offer a passion for the outdoors. We play with purpose! Our business model depends on impassioned and well-trained outdoor enthusiasts, and as such, we look for individuals who live our purpose and fit with MEC ethos and lifestyle. If you are that person, we’d love to connect with you. Join us! Inclusivity at MEC MEC is an equal-opportunity employer committed to building an inclusive community of staffers. We’re proud to work with our people to create a diverse workplace where everyone feels like they belong and has the opportunity to be successful. We welcome all applicants to join our diverse team. Tell us what you need during the hiring process, and we’ll do our best to accommodate you. THE ROLE As an MEC Customer Care Team Lead, you're self-aware, recognizing the importance of starting your day with a thorough analysis of efficiency and quality data. You actively engage and manage your MEC Advisors, providing real-time coaching for enhanced customer experiences. Your commitment to the MEC learning framework showcases your understanding of unique team skills and the need for individualized development plans. Your strategic thinking and sense of urgency help you swiftly identify trends and collaborate for effective customer solutions. As a results-driven leader, your self-awareness is reflected in your dedication to developing team members and fostering a diverse and inclusive culture for exceptional customer experiences. Location: This is a remote role to be based in Ontario to fit the current rotating schedule. As the Customer Care Team Leader, you'll * Lead and guide a hybrid team in delivering outstanding customer service across diverse channels, emphasizing effective coaching and management strategies to achieve business Key Performance Indicators (KPIs). * Foster an environment of ongoing learning and growth within the team, aiming to enrich product expertise and perfect sales approaches. * Demonstrate leadership skills and effective communication in managing a hybrid team, employing performance management techniques to guide everyone toward their maximum potential.Identify people and business trends and opportunities, collaborating strategically with cross-functional partners to achieve collective business outcomes. * Examine daily, weekly, and monthly data reports to identify trends and pinpoint opportunities that can improve team performance. * Facilitate crucial meetings with Team Leaders and Senior Managers to deliberate on identified trends and opportunities, promoting strategic collaboration across various functions. * Lead screening procedures, conduct interviews and supervise the onboarding and skill development of new team members, emphasizing a comprehensive and effective training approach. * Identify processes and procedures to improve user experience and business efficiency. What you'll bring: * Minimum of 3-4 years of experience in a call centre environment & 2+ years leadership experience * Demonstrated experience in leading a remote team of employees, achieving notable success in meeting and exceeding key performance indicators (KPIs). * Adept in the art of coaching and motivating teams, fostering an environment to effective collaboration and productivity. * In-depth comprehension of customer service principles and a fervent dedication to delivering an exceptional customer experience. * Demonstrate urgency and strategic thinking when handling customer escalations, offering tailored solutions with a business-oriented mindset. * Exceptional proficiency in both written and oral communication skills. * Adaptable and able to shift focus as needed, excelling in a fast-paced environment characterized by constant change and tight deadlines. * Demonstrates organizational skills to adeptly juggle competing priorities. * Possesses intermediate to advanced MS Office and MS Dynamics skills. THE Compensation & Perks This is a permanent role with the anticipated salary range of $56,000 - $69,900 base + bonus. The exact salary will be dependent on the successful candidate’s relevant skills, experience, qualifications and internal equity. * Annual vacation allotment & Generous paid Care time (Wellness/sick) * Maternity and Parental leave top-up * Staff Discount and amazing deals straight from vendors * Top-notch benefit plan & Retirement plan with matched contributions * Paid days to pursue outdoor activities and/or volunteer in your community * Access to a learning platform and educational assistance support Note: The availability of the benefits and perks may be subject to your location and employment type and may have certain eligibility requirements. MEC reserves the right to alter these benefits and perks in whole or in part at any time without advance notice. Are you up for your next adventure? We’d love to hear from you! English. Le candidat doit être à l’aise de lire et de converser en The Candidate must be able to read and converse in English. Le candidat doit être à l’aise de lire et de converser en anglais.

Responsibilities

The Customer Care Team Leader will manage a hybrid team to deliver exceptional service while monitoring KPIs and providing real-time coaching. They are responsible for analyzing performance data to identify trends and collaborating with cross-functional partners to improve business efficiency.