Job Description

The Dufresne Group is currently seeking a Guest Care Team Leaderlocated in Winnipeg for our Guest Care Team.

As the Guest Care, Team Leader, you would be responsible for providing coaching and support to the Guest Care and Business Management teams to ensure all tasks, policies, and procedures are performed and completed to meet the needs of internal and external guests.

The Dufresne Group is committed to investing in our team members; we offer:

• Market competitive wages;
• Comprehensive benefits plan and excellent employee discounts;
• Employer Sponsored Retirement Savings Plan;
• Career growth and continuous development;
• Respectful and family-oriented working environment with strong company values.

As a Guest Care Team Leader, you will:

• Execute the day-to-day coaching, training, and development opportunities within the guest care, business management, and repair teams.
• Assist with the training direction and support of all new and current team members.
• Respond to, identify opportunities, and close the loop on NPS comments, providing feedback to the Manager and/or Director as required and track NPS reporting and trends.
• Identify challenges within the guest care and business management processes and make recommendations to improve existing programs, quality calling, operational procedures, and solve problems.
• Assist with the hiring of the Customer Service Agents including, vetting resumes, scheduling interviews, and completing reference checks.
• Maintain guest care literature and guidelines.
• Understand, follow, and ensure compliance with all safe work practices and rules and produce the weekly Guest Care Newsletter.
• Assist and act as a backup to the team leads when needed and provide the repair team with coaching opportunities.
• Other duties as required.

QUALIFICATIONS

• Post-secondary education in office/business administration is preferred. A combination of education and experience will be considered.
• 2–3 years of demonstrated experience in a customer service call centre environment, with 1–2 years in a supervisory or team lead role.
• Excellent verbal, written, and presentation skills.
• Strong organizational and prioritization skills.
• Demonstrated ability to coach team members to acceptable performance behaviours.
• Excellent computer skills with a good working knowledge of Microsoft Office and the ability to learn in-house computer programs.
• Demonstrate the company's Values.