Client Care Team Lead

Steele Auto Group is seeking a dynamic and motivated Client Care Team Lead to join our growing team as this will be for multiple new positions with our organization.

Location: Hybrid/Remote within Nova Scotia or New Brunswick. Occasional travel (less than 10%) to dealerships throughout Atlantic Canada and to the Client Contact Center Located in Halifax is required.

The ideal candidate will have previous Team Lead experience and will be responsible for overseeing daily operations, supporting a team of customer service representatives, and ensuring that performance goals are met or exceeded. As a Team Lead, you will play a crucial role in driving team success, providing coaching and mentoring, and fostering a positive and productive work environment. For this position there will be a 70% focus on team development and leadership, as well as a 30% concentration on the operational and day-to-day duties.

This opportunity provides a progressive call center environment, that incudes NO WEEKENDS, NO EVENINGS and NO OVERNIGHT SHIFTS!!!

The hours of operation are Monday to Friday 8:00 am to 5:00pm.

Wage is comprised of 3 components, Base Wage Position Premium Bonus!!! With a total Cash compensation of $40,000 to $50,000!!!

Key Responsibilities:

• Dealership Management Systems (PBS) Support: Build/maintain guides/campaigns to support CCC/dealership marketing efforts as directed by the CCC Manager. Generate and produce in-depth analysis on guide/campaign success, CSI (Customer Satisfaction Index) initiatives, etc.
• Team Leadership: Guide and mentor call center agents to achieve their performance goals.
• Performance Management: Monitor and evaluate team performance, providing feedback and coaching, as necessary.
• Customer Experience: Ensure high levels of customer satisfaction by maintaining quality service standards.
• Operational Efficiency: Recommend processes to CCC Manager to improve efficiency and productivity.
• Training and Development: Identify training needs and work with department Managers to organize and develop training sessions.
• Problem Resolution: Address escalated customer issues and ensure timely and effective resolution.
• Reporting: Generate and analyze performance reports to identify trends and areas for improvement.

Qualifications:

• Proven experience in a call center environment, preferably in a leadership role with 3 years of experience.
• Strong leadership, interpersonal skills, and emotional intelligence.
• Excellent communication and problem-solving abilities.
• Ability to work under pressure and manage multiple priorities.
• Strong coaching skills and the drive to help people succeed in their roles.

Why Steele Auto Group:

• Competitive compensation package, with annual wage review
• Flexible Health and Dental Plans, 6 different cost shared options to meet everyone’s needs
• Enhanced Benefits including Telehealth, Mental Health Support and EFAP
• Retirement Savings Plan with employer match up to 4%, after 5 years up to 5%
• Opportunities for career growth and advancement
• Employee discounts on vehicle purchasing, parts, and service at any of our locations
• A safe, inclusive, and dynamic work environment

We sincerely thank our applicants interested in this opportunity and wish to advise that only candidates invited for an interview will be contacted. Steele Auto Group will fill positions by drawing from internal candidates possessing the desired qualifications and to promote from within, where possible. Hiring and promotion of all candidates is based on skills, knowledge and demonstrated abilities.

Steele Auto Group is an Equal Opportunity Employer, and we commit to a fair, inclusive opportunity to apply. Our commitment to inclusion drives us forward every day. If selected for an interview, please advise us of any accommodation you may require throughout the recruitment process. To learn more about our company, culture, and opportunities, please visit www.steeleauto.com

If you are a motivated leader who is looking to make a significant impact to a progressive Call Centre team, we invite you to apply to this new TL opportunity!

Steele Auto Group