Inbound Customer Service Representative

 

If you are looking to join a dynamic and diversified team in a fast paced environment that values and respects both its customers and employees then Tribal Wi-Chi-Way-Win Capital Corporation (TWCC) will be an excellent fit for you. TWCC has opportunities for Customer Service Representatives within its Contact Centre (Remote Model -Work From Home) with paid training commencing in February and March 2024.

 

About the role:

  • Work from home
  • Full Time
  • $16.30/hour, but can earn up to $18/hour in total compensation to start plus incentives.
  • Paid training commencing in February 2024
    • 1 month training provided at 419 Notre Dame Avenue in Winnipeg
  • All equipment provided after training
  • Inbound Contact Centre with no sales component
  • Shifts between 4:30 a.m. to 8:00 p.m. Monday to Friday

 

Responsibilities:

  • Meet or exceed established performance targets/KPI’s;
  • Provide complete and accurate information in a professional, courteous and pleasant manner;
  • Identify customer’s needs through effective probing and listening;
  • Recommend appropriate options and solutions to fulfill customer’s need;
  • Complete post call documentation accurately and timely.

 

Ideal Candidate:

  • Excellent customer service skills providing a positive customer experience with every call;
  • Proven effective communication skills (listening/verbal/interpretation);
  • Multi skilling (reading, keying and listening);
  • Strong keyboarding and computer skills including an ability to assist with smart phone and multiple PC applications (ie. internet and smart phone navigation);
  • Drive for helping customers and providing engaging, polite, professional and helpful service;
  • Team player; coachable and open to feedback

TWCC will conduct, at no cost to the applicant, a Personal Enhanced Reliability Check (PERC) clearance issued by the Government of Canada. Candidates will be required to provide 2 pieces of valid Government ID prior to employment.

 

How to apply:

If you have any further questions, don’t hesitate to contact us at 204-712-3200 or cerc@cerc-mb.ca and we would be happy to assist you.

 

 

If you are looking to join a dynamic and diversified team in a fast paced environment that values and respects both its customers and employees then Tribal Wi-Chi-Way-Win Capital Corporation (TWCC) will be an excellent fit for you. Reporting to the CEO, Contact Centre, the successful candidate will be responsible for supervising and managing all operations within the Contact Centre and meeting customer, employee, operational and financial based targets. The primary focus is to ensure client success and develop, coach and empower team members to achieve an “exemplary customer experience” with emphasis on quality service, ensuring internal and external service commitments are met.

 

About the role:

  • Work from home
  • Full Time
  • Paid training commencing in February 2024
    • 1 month training provided at 419 Notre Dame Avenue in Winnipeg
  • All equipment provided after training
  • Inbound Contact Centre with no sales component
  • TWCC is an employer with a highly competitive compensation and benefit structure that is based on qualifications and experience.
  • Shifts between 4:30 a.m. to 8:00 p.m. Monday to Friday

 

Responsibilities:

  • Oversee and manage a unit of employees to ensure high customer service quality, operational efficiency and employee satisfaction;
  • Ensure day-to-day contact centre operations are being followed in accordance with clients’ specifications; monitor hourly/daily/weekly/monthly activity;
  • Build on existing procedures, policies and processes for improving the Customer Experience Model of the Contact Centre;
  • Understand and utilize forecasting and schedule processes and reports, monitor and take action to influence quality of work, service levels, complaint resolution, staffing, etc. Analyzing relevant real-time reports/dashboards, along with on-site observation to determine areas of improvement and the appropriate plan of action;
  • Motivate and inspire staff to keep team morale, productivity, quality, and retention high;
  • Formulate operational strategies to ensure the appropriate infrastructure to meet peak and non- peak periods;
  • Develop Service Leaders management and coaching competencies, and provide overall leadership to the site and organization, through effective teamwork, communication, innovation, and dedication;
  • Contribute to and often lead projects to meet contact centre strategies and deadlines;
  • Forecast call volumes and manpower requirements for Call Centre and communicate with Human Resources;
  • Direct client communication: liaising client on process management including but not limited to: Quality Team, Customer Experience, Work Force Management;
  • Able to manage multiple projects with tight deadlines, manage and motivate a large and diverse group of employees.

 

 Ideal Candidate:

  • Post-Secondary Education in Business, human resources or related field or minimum of 3 years Management experience in a contact centre environment;
  • Previous experience successfully managing a large group of staff in a contact centre environment, overseeing a group/Service leaders;
  • Knowledge of contact centre methodologies and operational principles including workforce management, scheduling, adherence, reporting, and budgeting;
  • Experience managing successful client relationships;
  • Exposure to the development/implementation of business strategies with the ability to work in cross-functional teams across diverse business lines;
  • Strong computer skills, Microsoft Windows, Microsoft Office, and Windows programs WORD and EXCEL;
  • Previous experience in handling confidential or sensitive information;
  • Proven ability to meet deadlines and deliver on commitments;

 

 How to apply:

If you have any further questions, don’t hesitate to contact us at 204-712-3200 or cerc@cerc-mb.ca and we would be happy to assist you.

 

If you are looking to join a dynamic and diversified team in a fast paced environment that values and respects both its customers and employees then Tribal Wi-Chi-Way-Win Capital Corporation (TWCC) will be an excellent fit for you.

 

About the role:

  • Work from home
  • Paid training commencing in February 2024
    • 1 month training provided at 419 Notre Dame Avenue in Winnipeg
    • Starting at $20.00/h plus incentives
  • All equipment provided after training
  • Flexible shifts between 4:30 am – 8:00 pm
  • Inbound Contact Centre with no sales component

 

Responsibilities:

  • Meet or exceed established performance targets/KPI’s;
  • Provide complete and accurate information in a professional, courteous and pleasant manner;
  • Identify customer’s needs through effective probing and listening;
  • Recommend appropriate options and solutions to fulfill customer’s need;
  • Complete post call documentation accurately and timely.

 

Ideal Candidate:

  • Excellent customer service skills providing a positive customer experience with every call;
  • Proven effective communication skills (listening/verbal/interpretation);
  • Multi skilling (reading, keying and listening);
  • Strong keyboarding and computer skills including an ability to assist with smart phone and multiple PC applications (ie. internet and smart phone navigation);
  • Drive for helping customers and providing engaging, polite, professional and helpful service;
  • Team player; coachable and open to feedback
  • TWCC will conduct, at no cost to the applicant, a Personal Enhanced Reliability Check (PERC) clearance issued by the Government of Canada. Candidates will be required to provide 2 pieces of valid Government ID prior to employment.

 

How to apply:

If you have any further questions, don’t hesitate to contact us at 204-712-3200 or cerc@cerc-mb.ca and we would be happy to assist you.

 

 

 

 

If you are looking to join a dynamic and diversified team in a fast paced environment that values and respects both its customers and employees then Tribal Wi-Chi-Way-Win Capital Corporation (TWCC) will be an excellent fit for you. Reporting to the Manager, Operations and Client Success, the successful candidate will be responsible for developing, motivating and coaching Customer Service Representatives to achieve exemplary customer service, in terms of productivity and call quality targets. This role will primarily focus on performance management and building a customer first culture, in which the Customer Service Representatives are able to provide consistent high quality services.

 

About the role:

  • Work from home
  • Full Time
  • Paid training commencing in February 2024
    • 1 month training provided at 419 Notre Dame Avenue in Winnipeg
  • All equipment provided after training
  • Inbound Contact Centre with no sales component
  • TWCC is an employer with a highly competitive compensation and benefit structure that is based on qualifications and experience.
  • Shifts between 4:30 a.m. to 8:00 p.m. Monday to Friday

 

Responsibilities:

  • Responsible for coaching Customer Service Representatives (one-on-ones) on a regular basis, providing them with performance feedback and development of action plans to meet performance targets;
  • Development of Customer Service Representatives career path by providing support and resource tools to assist them with their future career progression.
  • Maintaining and updating team’s performance for all necessary KPI’s on a daily basis;
  • Provide ongoing support regularly to assist Customer Service Representatives with the product and process, while also identifying any issues.
  • Review team and individual performance reports regularly to identify trends and issues requiring action or investigation;
  • Responsible for delivering measurable and sustainable results, by inspiring continuous improvement initiatives, while managing the development and delivery of
  • initiatives that contribute to improving the overall operating performance of the
  • organization;
  • Attend and participate in Service Leader meetings, while also conducting team meetings regularly, to ensure common understanding of issues to provide consistency of action.
  • Perform Quality listening for calls regularly to assess both the customer experience, and the Customer Service Representative performance, as well as to identify borrowers irritants and trends;
  • Provide feedback on quality listening during meetings to provide consistency across the unit;
  • Actively participate in assisting with taking customer calls, during high call volume periods;
  • Participate in handling escalated customer calls daily, based on the customer requesting a supervisor’s expertise to resolve their immediate concern of an account.
  • Responsible for analyzing escalated reports and generating reports monthly.

 

Ideal Candidate:

  • Post-Secondary Education or a High School Diploma with minimum of 2 years Management experience in a contact centre environment;
  • Knowledge of contact centre methodologies and operational principles including workforce management, scheduling, adherence, reporting, and budgeting;
  • Coaching and Mentorship experience required;
  • Proven ability to interpret and communicate moderate to complex data;
  • Excellent communication skills (listening/verbal/written) and interpersonal skills are essential.
  • Proven problem solving, analytical and decision-making skills;
  • Prior customer service experience and the ability to understand and react to customer needs;
  • Demonstrated understanding of customer escalation principles highly preferred;
  • Intermediate to advanced MS Office skills;
  • Ability to build team dynamics and take steps to help lead the team to accomplish goals

 

How to apply:

If you have any further questions, don’t hesitate to contact us at 204-712-3200 or cerc@cerc-mb.ca and we would be happy to assist you.