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Bi-Lingual Customer Experience Team Lead
  • Job ID #: 29589
  • Position Type: Full-Time
  • Education Required: HS Diploma/GED
  • Experience Required: 2 - 3 Years
  • Location: CA-NS-Halifax
  • Functional Area: Customer Experience
  • Relocation Provided:

Position Description:
Work for BMW....

BMW is hiring a FT Team Lead to provide superior customer service in our call center. 
Primarily outbound calls

Dedicated to the BMW responsibilities but could assist with ensuring calls are answered effectively and efficiently throughout the day as well as the day to day training responsibilities. The primary functions of this role are supervising overall call traffic, resolving escalated calls, dispatching supervisory calls, assisting Customer Experience Experts with any client related questions and ensuring the Experts’ adherance to schedules, policies and procedures. 

Remains alert to conversations on the floor.
Handles system emergencies with direction from IT department and/or appropriate vendor.
Ensures compliance with company policies and procedures.
Assists with Expert task assignments in the Supervisor's absence.
Monitors call traffic and makes adjustments based on call center traffic patterns.
Performs training for all call center staff (new hire, skill level, new business etc.)
Ensure staff has been updated on changes to existing business.
Utilize error data to support training efforts as well as maintain accurate training records.
Facilitate remote staff update meetings as needed.
Performs other related duties and special projects as requested.

Position Requirements:

Education equivalent to a High School diploma/GED or the equivalent in related work experience.
Two years prior call center experience preferred.
Demonstrates experience handling complex (Level 4) customer calls.
Intermediate knowledge of the Infinity system and the associated call center systems.
Proficient in the English language. 
Demonstrates a good working knowledge of Microsoft Office applications.

Must have the ability to work a flexible work schedule (including nights, weekends and holidays).

Bilingual (French) REQUIRED!

Pay Rate is $ 24.50/hr