Job Description
Brandt is a growing family business based in Regina with over 5,000 employees. We design and manufacture equipment, as well as distribute iconic brands like John Deere & Peterbilt. In all cases, exceptional customer support and deep customer understanding are critical.To support our continued growth, Brandt is looking to hire a Reception Team Leader to provide support to our 24/7 call center operations team and lead the delivery of exceptional product and service support to our customers and dealer locations.Reporting to the Director of Customer Contact, the successful candidate will be responsible for providing leadership to a team of corporate receptionists within the contact center.This is a great opportunity for someone with previous management experience in call center environment looking leverage their skills, experiences and passion for employees and customers to become part of a stable and growing company.DUTIES & RESPONSIBILITIESLead the implementation and delivery of the contact center mission and visionProvide leadership to a team of 5-10 people in a 24/7 contact center environmentDeliver skill development coaching to improve performance, productivity, sales and customer experienceMeasure, monitor and diagnose performance gaps to deliver on enterprise performance goalsCoordinate and prioritize training and development opportunities to improve the knowledge and capabilities of teamChampion an employee centric culture focused on high levels of communication and engagementCollaborate with partners to achieve hiring plan and scheduling requirements to meet service level goalsManage risk and adherence to all internal procedures and policiesContinuously review processes and practices and make recommendations to improve operational efficiency and customer experienceFacilitate team meetings to deliver procedural updates, performance trends, best practice sharing and employee recognitionFacilitate ongoing career development and growth opportunitiesDeliver KPIs and performance reviewsResolve customer and branch complaints and escalations as neededAct as subject matter expert to provide second level floor support and guidanceRequired Skills2-5 years’ previous leadership experience preferredDemonstrated leadership skills with the ability to manage directly and indirectly reporting staffExceptional organizational and time management skillsCareful attention to detailStrong work ethic, combined with a dedication to excellenceAccomplished oral and written communication skillsProven experience leading a team to achieve required goalsAnalytical thinker with strong problem solving and organizational skillsAbility to diagnose skill and knowledge gaps and improve performance through skill development and coachingPrevious experience with Heavy Equipment, Truck and Trailer or Agricultural Equipment would be considered an assetRelevant post-secondary education would be considered an assetRequired Experience2-5 years’ previous leadership experience preferredDemonstrated leadership skills with the ability to manage directly and indirectly reporting staffExceptional organizational and time management skillsCareful attention to detailStrong work ethic, combined with a dedication to excellenceAccomplished oral and written communication skillsProven experience leading a team to achieve required goalsAnalytical thinker with strong problem solving and organizational skillsAbility to diagnose skill and knowledge gaps and improve performance through skill development and coachingPrevious experience with Heavy Equipment, Truck and Trailer or Agricultural Equipment would be considered an assetRelevant post-secondary education would be considered an asset