Customer Experience Team Lead
Richmond, BC
5d ago

Stericycle is always seeking team members who demonstrate passion for serving our customers and a firm commitment to protecting people and reducing risk.

With us, you'll face new opportunities and challenges each day that require you to be flexible, innovative, and adaptable in your mission to serve customers.

Our company culture is built on a foundation of respect, diversity, synergy, commitment, and partnership. We're committed to an environment of learning, where people can grow and develop, innovative ideas take root, and new approaches are valued.

Join our team of talented and purpose driven individuals.


Customer Experience Team Member (Lead) Richmond, BC

Position Summary :

Excellent opportunity for an experienced call centre agent looking for progression in a entry level leadership role.

This position is responsible for the delivery of superior customer service by ensuring calls are answered effectively and efficiently throughout the day as well as the day to day training responsibilities.

The primary functions of this role are supervising overall call traffic, processing incoming calls, resolving escalated calls, dispatching supervisory calls, assisting Customer Experience Agents with any client related questions and ensuring the Agents’ adherance to schedules, policies and procedures.

We are looking for Weekend and Weekday evening coverage (Approximately 30 hours per week).

Key Responsibilities / Accountabilities :

  • Serves as traffic, floor and general supervisor; directs phone flow and takes staff questions to help with call management.
  • Performs Cues and Searches (Message and Temp / Special), as needed.
  • Provides feedback from Customers and QA monitoring to Frontline team members
  • Provides customer service and delegates work as needed.
  • Monitors Experts for quality and training purposes during down times.
  • Reviews new and updated accounts with Experts (one-on-one).
  • Makes minor changes to Ultracom and on-call schedules as needed.
  • Remains alert to conversations on the floor.
  • Handles system emergencies with direction from IT department and / or appropriate vendor.
  • Ensures compliance with company policies and procedures
  • Assists with Expert task assignments in the Supervisor's absence.
  • Monitors call traffic and makes adjustments based on call center traffic patterns.
  • Performs training for all call center staff (new hire, skill level, new business etc.)
  • Ensure staff has been updated on changes to existing business.
  • Utilize error data to support training efforts as well as maintain accurate training records.
  • Facilitate remote staff update meetings as needed.
  • 50% of the role is taking, handling and managing inbound calls, while the other 50% is performing Team Lead duties such as QA, training, coaching, feedback and administrative as required.
  • This is a small, 12-seat Contact Centre environment.
  • Knowledge, Skills & Abilities Required :

  • Demonstrates superior customer service skills and a strong desire to help people.
  • Demonstrates effective verbal and written communication skills as well as excellent problem solving skills.
  • Demonstrates organizational ability with attention to detail and strong follow-up skills.
  • Demonstrates the ability lead and motivate staff as well as establish good working relationships both internally and externally.
  • Demonstrates the ability to think outside the box and looks for ways to improve overall call center operation and customer service.
  • Education and Experience Required :

  • Education equivalent to a High School diploma / GED or the equivalent in related work experience.
  • Two years prior call center and / or customer service representative experience preferred.
  • Demonstrates experience handling complex (Level 4) customer calls.
  • Knowledge of Infinity and / or associated call centre systems an asset.
  • Proficient in the English language.
  • Demonstrates a good working knowledge of Microsoft Office applications.
  • Must have the ability to work a flexible work schedule (including nights, weekends and holidays).
  • We thank everyone for their interest in this opportunity, however only those who qualify for an interview will be contacted.

    All candidates being considered will be required to undergo a Criminal Records Check as part of the hiring process.

    We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, ethnic origin, citizenship, religion, sexual orientation, gender identity, gender expression, disability, record of offences, or any other federally or provincially protected class.

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