Team Leader, Call Center

at YM Inc
Location North York, Canada
Date Posted September 23, 2022
Category Call Centre / CustomerService
Job Type Permanent


It's your time! Be part of a successful Company where you can grow your career and be rewarded and recognized for your contributions.

YM Inc. is one of North America's leading apparel retailers operating over 750 stores under the following banners: Stitches, Urban Planet, Urban Behavior, Sirens, Urban Kids, Suzy Shier, Le Chateau, Thrifty's, Bluenotes, West 49, Mandee and Charlotte Russe.

We are committed to creating a culture where people feel valued and inspired to achieve results. We attract and nurture the best people by providing leadership opportunities, career development and continuous learning. We are committed to leading by example and with integrity. We treat people with respect and dignity and promote the benefits of diversity. That is our Philosophy.

How you will make a difference:

The Team Leader, Customer Service is responsible for coordinating the daily operations of a 3-4 person team. This includes monitoring measurable goals that drive productivity, developing agents, responding to customer service inquiries and concerns and managing departmental relationships.

What You'll Do:
Supervise Instore Customer Service Center team and processes, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, team duties and responsibilities, staffing levels and supervision

Act as the liaison for all escalations within the Instore Customer Service Center

Contribute to and maintain procedures for consistency and increased productivity for all Instore Customer Service Center requirements

Maintain current knowledge of new developments and processes

Prepare reports and analyze Instore Customer Service Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

Monitor calls to observe employee's professionalism, technical accuracy, and adherence to Company policies

Oversee Instore Customer Service Center system maintenance and troubleshooting, as needed

What You'll Need

Post-secondary education in related discipline or equivalent experience.

Minimum 3 years of Call Centre experience

Minimum 1 year of previous supervisory experience

Experience with Gorgias or similar software highly preferred

Experience with AS400

French bilingual an asset

Knowledge of the retail industry an asset

Proficient in Microsoft Office

Related Work Skills

Customer service oriented

Exceptional ability to build rapport and partnerships with team members

Strong verbal and written communication skills

Exceptional leadership skills

Excellent problem-solving and interpersonal skills

High attention to detail

Exceptional business phone etiquette

What we offer:
Competitive Compensation Package
Health and Dental Benefits Plan
Paid Sick Days
Employee Discount
Tuition Reimbursement
Ongoing Training and Development
Career Advancement Opportunities
Being part of an amazing, supportive and collaborative team

YM Inc. is an equal opportunity employer. If chosen to participate in the selection process, accommodations are available upon request. We will consult with the applicant to provide or arrange suitable accommodation in a manner that takes into account the applicant's accessibility needs

Job Type: Full-time

8 hour shift

Ability to commute/relocate:
North York, ON: reliably commute or plan to relocate before starting work (required)

Call centre: 3 years (preferred)
AS400: 1 year (preferred)
retail industry: 1 year (preferred)

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