Team Lead, Member Service
Alterna Savings
Ottawa, Ontario, Canada
3d ago

Scope of Position

The Team Lead’s primary focus is to oversee the daily operations of the Contact Center (a key service delivery channel) and support the needs of Alterna’s members and customers.

This individual assumes responsibility for the Contact Centre in the absence of the Manager, Contact Centre. This role is essential to ensure the Contact Centre’s sales goals / call quality standards and operational key performance indicators are met / exceeded consistently through ongoing coaching, mentoring, and maximizing staff resources.

This role leads by example in the delivery of excellent member service. The role requires the ability to exercise effective and efficient problem solving and creative thinking while providing resolutions to member / customer concerns in a professional, clear and concise manner

Key Responsibilities

  • Cascades Contact Centre key performance goals and conducts performance reviews, identifies performance gaps, initiates corrective actions, following through on performance / coaching plans as necessary and makes recommendations, as required
  • Creates / Fosters a positive work environment that supports employee engagement through an open door policy and relationship building.
  • Actively supports Member Service Specialists by developing creative and innovative ways of meeting the needs of members / clients through the resolution of problems and member / client complaints
  • Ensures all service standards, including compliance with internal and external requirements, are understood and consistently adhered to by all ’Specialists’
  • Develops and grows staff capability through development and regular holistic performance coaching on an ongoing basis
  • Conducts side-by-side coaching to ensure employees meet assigned sales goals for designated products and / or services and accurately tracks and records the results
  • Evaluates employees by listening to calls remotely / completing the call quality scorecard
  • Organizes, implements and assists in management, training and motivational activities for staff to ensure they are up-
  • to-date and proficient in product knowledge and promotional campaigns, through daily pre-shift sales meetings and retail sales management disciplines

  • Establishes a two-way working relationship with assigned team members to solicit views on current processes and procedures, potential changes affecting their work, continuous improvement opportunities, and revisions of current deliverables
  • Participates in the interviewing, hiring and performance management processes for Member Service Specialists
  • Administers attendance management and payroll processes
  • Conducts daily / weekly and monthly analysis of Specialist’ statistics and recommends / implements changes to ensure service levels are being met
  • Launches employee quarterly incentives to support Member campaigns throughout the year
  • Other duties as assigned
  • Qualifications

  • Fluently bilingual (English / French) both verbal and written
  • The ideal candidate has at a minimum 3 years Contact Centre Operations / Team Leader experience.
  • Post-secondary diploma or degree or equivalent work experience.
  • Advanced knowledge of Microsoft Applications including Word, Excel, PowerPoint Office
  • Familiarity with workforce management systems
  • Knowledge of banking systems and processes
  • Ability to work flexible hours including weekends. (CC hours are Monday to Friday 8-8 & Sat. 9- 4)
  • Exceptional sales and service knowledge and experience
  • Excellent verbal and written communication skills
  • Compensation

  • At Alterna, we offer a competitive total rewards program and an opportunity to truly make a difference. If you put people first and value excellence and integrity, we hope you'll apply!
  • Although we appreciate all applicants, preference will be given to candidates who most closely meet the qualifications, key skills and competencies outlined above.
  • Alterna is compliant with the Ontarians with Disabilities Act. If you have a disability, please contact the recruiter to let us know how we can accommodate you.
  • About the Alterna Financial Group

    The Alterna Financial Group (Alterna) is celebrating 110 years of being the good in banking! Alterna is made up of Alterna Savings and Credit Union Limited and its wholly-

    owned subsidiary, Alterna Bank. Together, we have over $7.13 billion in assets under administration. Our members and customers benefit from industry leading online brokerage and investment management services and have access to the largest surcharge-

    free ATM network in Canada with THE EXCHANGE® Network, providing access to over 3,700 ATMs.

    Alterna Savings has been charting new directions to help Ontarians and achieve their financial dreams and build strong, vibrant communities for more than a century.

    As the first full-service, member-owned co-operative financial institution outside Quebec, Alterna Savings shares our expertise with more than 158,000 members through a network of 32 credit union branches across Ontario, including our federated partner Peterborough Community Savings, a division of Alterna Savings and Credit Union Ltd.

    Alterna Bank is one of the most innovative banks in Canada and the first to offer all Canadians an end-to-end digital mortgage experience.

    Customers also get fully-digital financial services that include our highly competitive high-interest eChequing, eSavings, RRSP and TFSA products available online and through mobile banking.

    For more information please visit and and connect with us on https : / / / alternasavings.

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