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CSC Team Leader
at Diana Sober in Toronto
COMPANY PROFILE:
Our client is a worldwide leader in IP-based video communication and collaboration services, with offices in the United States, Canada, UK, Hong Kong and China.
We are currently looking for a CSC Team Leader for our Toronto operations. Your main responsibilities in this role will be:
Creation of Daily Log for Calls Scheduled to be launched across all CSC regions (as required).
- Type of call (M&G/Launched), Operator Assigned, and Duration.
- Management of Duty Manager Queue to ensure all tickets are auctioned or scheduled.
- Ensure all call launches during shift are assigned efficiently to avoid unnecessary “doubling” up.
- Ensure daily checks are performed by the CSC.
Ensure all customer facing emails are sent by the team from the correct distribution group.
Ensure all Completion/Incident reports are sent to the customer in a timely fashion.
Weekly review with Manager and other CSC Team Leads on top 10 Accounts.
- Review should detail all open Cases – with particular emphasis on SLA violations.
CSC UK & HK staff scheduling (www.whentowork.com).
- All vacation and sick day requests will require approval of the CSC Manager.
- Point of contact for CSC operators calling in sick when on shift and reassigning call launches accordingly
First point of contact for any and all CSC issues recurring assistance or management intervention (out of hours facilitated by a company issued PDA).
- All CSC members must request the assistance of the team lead if and when a customer issue arises.
Ensure all CSC members are proactively logging in and out of the Customer Support Center phone queues. Mitigating missed calls received by customers.
Ensure that all customer messages (Video Voice Mail and On-Call Center) messages are actioned within 15 minutes of receipt.
Engage on customer service issues – researching and implementing any and all service related issues as realized by customers (Service Improvement Plans).
Work in conjunction with the other CSC Team Leads to summarize all escalations from the CSC to the NOC on a weekly basis, ensuring that adequate trouble shooting has occurred by CSC teammates, and identifying any training opportunities.
Work in conjunction with the other CSC Team Leads to craft strategies for improving customer service and enhance customer focus skills.
Facilitate team building and nurturing team spirit.
Work in conjunction with the NA CSC Team Lead to develop structured training programs for new hires and development programs for existing team members.
Oversee projects in CSC in conjunction with other CSC Team Leads.
Report to leadership - progress, outstanding issues and challenges.
Be first point of contact for all customer complaints regarding service related issues (not technical). Escalate to SAM when required.
Participate in customer meetings when required, when a service assurance representative is needed.
Point of contact for CSC operators calling in sick when on shift and reassigning call launches accordingly.
Ensure all call launches during shift are assigned efficiently to avoid unnecessary 'doubling' up.
Ensure daily checks are performed by the CSC.
Ensure all customer facing emails are sent by the team from the correct distribution group.
Ensure all Completion/Incident reports are sent to the customer in a timely fashion.
As the ideal candidate for this role, you will have 2 – 3 years Global IT Contact centre Team Lead/Supervisory experience. Preference will be given to individuals who have experience or in-depth understanding of advanced service-led technologies - particularly video communications, IP, VOIP and: Knowledge in defining Contact Centre Metrics and KPI’s (Ex. ACD Call answer rates, Case management, Customer complaint resolution, CRM trouble ticket reporting and analysis, Process definition, Employee Shift Management - Shift scheduling/Objectives/Disciplinary/Hiring & Dismissal, etc). In addition, you must have excellent communication skills (English), a Professional manner and customer service experience. You must have an understanding of Telecommunication networks and ISDN. You Must be able to work all shifts in a 24/7 Customer Support work environment. You will also have a strong PC literacy, MS Office, Visio, MS Project.
Anyone interested in this position must submit their C.V. in confidence by email
Please quote CSC Team Leader in Subject line
Our client is a worldwide leader in IP-based video communication and collaboration services, with offices in the United States, Canada, UK, Hong Kong and China.
We are currently looking for a CSC Team Leader for our Toronto operations. Your main responsibilities in this role will be:
Creation of Daily Log for Calls Scheduled to be launched across all CSC regions (as required).
- Type of call (M&G/Launched), Operator Assigned, and Duration.
- Management of Duty Manager Queue to ensure all tickets are auctioned or scheduled.
- Ensure all call launches during shift are assigned efficiently to avoid unnecessary “doubling” up.
- Ensure daily checks are performed by the CSC.
Ensure all customer facing emails are sent by the team from the correct distribution group.
Ensure all Completion/Incident reports are sent to the customer in a timely fashion.
Weekly review with Manager and other CSC Team Leads on top 10 Accounts.
- Review should detail all open Cases – with particular emphasis on SLA violations.
CSC UK & HK staff scheduling (www.whentowork.com).
- All vacation and sick day requests will require approval of the CSC Manager.
- Point of contact for CSC operators calling in sick when on shift and reassigning call launches accordingly
First point of contact for any and all CSC issues recurring assistance or management intervention (out of hours facilitated by a company issued PDA).
- All CSC members must request the assistance of the team lead if and when a customer issue arises.
Ensure all CSC members are proactively logging in and out of the Customer Support Center phone queues. Mitigating missed calls received by customers.
Ensure that all customer messages (Video Voice Mail and On-Call Center) messages are actioned within 15 minutes of receipt.
Engage on customer service issues – researching and implementing any and all service related issues as realized by customers (Service Improvement Plans).
Work in conjunction with the other CSC Team Leads to summarize all escalations from the CSC to the NOC on a weekly basis, ensuring that adequate trouble shooting has occurred by CSC teammates, and identifying any training opportunities.
Work in conjunction with the other CSC Team Leads to craft strategies for improving customer service and enhance customer focus skills.
Facilitate team building and nurturing team spirit.
Work in conjunction with the NA CSC Team Lead to develop structured training programs for new hires and development programs for existing team members.
Oversee projects in CSC in conjunction with other CSC Team Leads.
Report to leadership - progress, outstanding issues and challenges.
Be first point of contact for all customer complaints regarding service related issues (not technical). Escalate to SAM when required.
Participate in customer meetings when required, when a service assurance representative is needed.
Point of contact for CSC operators calling in sick when on shift and reassigning call launches accordingly.
Ensure all call launches during shift are assigned efficiently to avoid unnecessary 'doubling' up.
Ensure daily checks are performed by the CSC.
Ensure all customer facing emails are sent by the team from the correct distribution group.
Ensure all Completion/Incident reports are sent to the customer in a timely fashion.
As the ideal candidate for this role, you will have 2 – 3 years Global IT Contact centre Team Lead/Supervisory experience. Preference will be given to individuals who have experience or in-depth understanding of advanced service-led technologies - particularly video communications, IP, VOIP and: Knowledge in defining Contact Centre Metrics and KPI’s (Ex. ACD Call answer rates, Case management, Customer complaint resolution, CRM trouble ticket reporting and analysis, Process definition, Employee Shift Management - Shift scheduling/Objectives/Disciplinary/Hiring & Dismissal, etc). In addition, you must have excellent communication skills (English), a Professional manner and customer service experience. You must have an understanding of Telecommunication networks and ISDN. You Must be able to work all shifts in a 24/7 Customer Support work environment. You will also have a strong PC literacy, MS Office, Visio, MS Project.
Anyone interested in this position must submit their C.V. in confidence by email
Please quote CSC Team Leader in Subject line
Published at 23-10-2011
Viewed: 123 times
Viewed: 123 times
