Team Leader
Montreal, Quebec, Canada
- Creating virtual work agreements- Checking and approving time sheets and online data base every week- Giving/ cutting access to the systems as needed by the daily access-Doing performance evaluation reports and probatory periods attestation- Using different reports to check the adherence to the schedule- Developing the agents for their career- Developing and implementing a new management concept called: the collective management of a team presented to the whole Montreal contact center .- Having different mandates on a side: doing English sessions for the agents in need to obtain their bilingual level, participating in different pilot projects for the integration of new MG3, being assigned mentor for 3 new team leaders, organizing” craconnections’ event in 2022 & 2023( Logistic & Auction team member).- Creating improvement plans when needed for the agents in order to achieve level 3 of performance and implementing them ;- Doing coaching and training with my agents in order to improve the quality of their calls and their adhesion to the work schedule- Lending my agents to other team leaders ( buddy sessions) in order to help specific agents to improve their performance, to apply the confidentiality 100% as per procedures and to improve their soft skills as well.- Handling HR tickets, grievances;- Managing absences ( parental leave documentation, disability benefits documentation, doctor’s notes.