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6451 Team Leader (Employment Service)

Job Order #: 
Rate of pay: 
28-35 hours per week
Contract Type: 
Job Category: 

Industry:  Call Centre


  • Ensure the Call Centre is focused on delivering the Perfect Guest Experience on every call
  • Lead the shift to ensure daily tasks are met (reports) and metrics (queues, wait times, Requirements, Internal %)
  • Foster the Famous for Guest Care culture
  • Create a positive and welcoming work environment
  • Lead shifts ensuring maximum productivity, focus on KPI’s and positive brand representation at all times
  • Coach, mentor and develop Associates against targets
  • Communicate with Brand teams, Associates and Home Agent Providers offering operational support as needed
  • Resolve all escalated Guest, Associate, Restaurant, and Vendor issues
  • Assist the department in achieving all departmental goals and objectives
  • Adhere to workplace safety practices, as well as to all Health and Safety Legislations
  • Takes order taking and customer service calls as required and instructed for all Brands.
  • Performs other duties assigned.


  • Ability to multitask and work within a fast paced work environment
  • Ability to work in a team environment
  • Knowledge and Skills
  • Ability to motivate and inspire associates
  • Ability to assess and make recommendations to address agent performance
  • Active listening and questioning skills
  • Defusing irate Guests
  • Maintaining a positive and productive shift
  • Hospitable and courteous demeanor, positive attitude and approachable
  • Solid communication skills, both written and verbal
  • Keyboarding skills, proficient with Word, Excel, and PowerPoint
  • High school diploma or higher preferred
  • 2 years sales and customer service experience (over the phone) an asset
  • Retail and Restaurant experience an asset
  • Bilingualism an asset (French/English)
  • Work Environment/Requirements
  • Work is performed in a world class team focused Call Centre environment
  • Extended periods of standing and floor walking
  • Extended periods of sitting and computer use
  • Flexibility in hours, required to work weekend shifts, required to work evening shifts until 2am
  • Working towards achieving individual and departmental KPI’s
  • Reports to Call Centre Senior Management Team

This posting is only for clients who have registered with Employment Service Program.  If you are interested in this position, please send your resume to with the Job Order # in the subject line.

Contact person: 
Suad Dualeh
Wed, 2017-04-12 12:00
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