Administrative team lead supporting University of Alberta Pharmacy faculty operations. Supervising staff, coordinating executive services and improving Dean’s Office processes.
About the role
- Team Lead responsible for managing customer support teams at Boldr. Ensuring quality assurance, training, and performance tracking to achieve client satisfaction.
Responsibilities
- Team Leadership: Supervise and lead a team of team members during the assigned shift. Provide guidance, coaching, and support to ensure team members meet their goals and objectives.
- Quality Assurance: Ensure support and acknowledgment of quality standards aligned with our client and customer experience. Implement quality control procedures and address any quality issues promptly.
- Performance Metrics: Monitor and track key performance metrics, such as agent tasks and responsibilities. Take corrective actions as needed to meet or exceed performance targets.
- Training and Development: Train new associates and provide ongoing training to existing team members to enhance their skills and knowledge. Foster a culture of continuous improvements through weekly 1:1s and impromptu coaching sessions.
- Communication: Maintain open and effective communication channels with team members, other shift leads, and management. Report any issues, escalations, or opportunities for improvement.
- Problem Solving: Address operational challenges and resolve issues that may arise during the shift. Collaborate with other departments to find solutions to complex problems.
- Helpdesk Management: Ensure the helpdesk is managed by checking agent availability and SLA tickets.
- Ensuring you are available as the POC in the management queue to do escalations.
Requirements
- Curious and authentic, just like us! #beboldr
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction
- **YOU HAVE…**
- Bachelor's/College Degree in any field you’re passionate about!
- 1 year of leadership experience.
- 3+ years of Customer Support experience
- Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications.
- Excellent verbal and written communication skills.
- An ability to understand and communicate complex ideas to clients.
- Aptitude to quickly learn and navigate new technology, systems, and applications.
- Ability to accept feedback gracefully and with an open mind.
- Customer orientation and ability to adapt/respond to customers with diverse backgrounds.
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