Team Lead - Customer Service

In a world of possibilities, pursue one with endless opportunities. Imagine Next!

 

At Parsons, you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of valuing people, embracing agility, and fostering growth, we cultivate an innovative culture that empowers you to achieve your full potential. Unleash your talent and redefine what’s possible.

 

Job Description:

Company Overview

Parsons is a digitally enabled solutions provider with a focus on making the world safer, smarter, healthier, more sustainable, and more connected. Founded in 1944, Parsons primarily serves the defense, security, and infrastructure markets. Uniquely qualified to deliver cyber/converged security, technology-based intellectual property, and other innovative services, the corporation delivers state-of-the-art solutions to federal, regional, and local government agencies as well as to private industrial customers worldwide. Parsons has a reputation for inclusion and diversity and has been named to the Ethisphere Institute’s list of World’s Most Ethical Companies for 10 consecutive years. Parsons facilitates a culture of innovation by encouraging collaboration among its employees and providing opportunities for career growth. With offices around the globe, people of varied talents and backgrounds, and a wide range of exciting projects, the possibilities at Parsons are endless. For more about Parsons, visit www.parsons.com.

Job Description

We are seeking a Customer Service Team Lead to join our dynamic team in Markham. In this role, you will act as a key facilitator, ensuring that our team delivers exceptional customer service in a fast-paced Contact Centre environment. You will play a critical role in supporting our customers and assisting Program delivery partners to achieve their goals.

As a Team Lead, you will also be responsible for fostering team member growth and effectiveness through leadership, coaching, motivation, and mentoring.

You will be accountable for:

• Manage multiple tasks and deliverables that come up through the life of a project
• Plan and execute industry outreach campaigns (live and in-person)
• Develop and edit communication materials, presentations, and videos
• Prepare and deliver project progress reports
• Attend and present at client meetings
• Lead a customer centric, motivated, and high performing support team
• Work independently and as part of a team, with changing time constraints.
• Work with minimal supervision within departmental defined procedures.
• Cultivate a strong team culture, focused on customer-centricity and going above and beyond
• Handle the day-to-day operations and support of a front-line support team including scheduling, leading and mentoring, conflict management, coaching, training, knowledge management and quality reviews of caller interactions.
• Build accountability by setting clear goals and objectives to achieve key individual and team performance metrics.
• Accountable for team metrics on a daily/weekly/monthly basis.
• Provide front-line support team with weekly, monthly metrics report/scorecards.
• Collaborate with inter-departmental leads and cross-functional partners (e.g., product, engineering and design) to iterate on internal systems.
• Participate in special projects and perform other duties as required.

Qualifications:

• 2+ years of customer service experience, preferably in the call centre and/or automotive industry is preferred.
• 2+ years in a leadership role with customer service / customer support experience required.
• Fully fluent in English – reading, writing and spoken
• Pleasant telephone manner; excellent written and verbal communication skills. 
• Post-secondary degree or diploma preferred.
• Strong PC skills, knowledge of (MS Office Suite e.g., Word, Excel, PowerPoint etc.)
• Strong attention to detail, analytical, problem solving and critical thinking skills, with ability to anticipate concerns or issues, decision making and negotiating skills.
• Demonstrated ability in project coordination and driving change in a complex, matrixed and fast-paced environment.
• Ability to handle challenging situations by exhibiting composure and empathy.
• Ability to effectively manage confidential and/or sensitive information.
• Ability to multitask, quickly adapt to new information and procedures.
• Strong analytical and good mechanical/technical aptitude would be a definite asset.
• Must be willing to work a 40hr/week shift that ranges between Monday to Friday, between the hours of 8.00 AM and 6:00 PM; Saturday and Sunday 9.00 AM and 3:00 PM.
• Must be flexible to work Canadian holidays.

This position is part of our Critical Infrastructure team.

For more than 80 years, our experts have designed and delivered the critical infrastructure that connects and protects communities around the world. We work in collaborative teams, both within the company and with our partners and customers, to plan, design, build, and modernize infrastructure. We take special pride in projects and solutions that improve communities as well as people’s quality of life by promoting economic growth, enhancing mobility, and increasing sustainability and resiliency. Powered by our people, we provide the imagination necessary to support our customers’ visions—and to help them see what's next!

 

We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as health, vision, dental, employer paid provincial care premiums, Defined Contribution Pension Plan (DCPP), Tax-Free Savings Account (TFSA), Registered Retirement Savings Plan (RRSP), life insurance, paid time off, sick leave, all province observed holidays off, and gym membership discounts to fit your busy lifestyle!

Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace. Parsons equally employs representation at all job levels for indigenous peoples, women, individuals with disabilities, and visible minorities.

We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!

Parsons is aware of fraudulent recruitment practices. To learn more about recruitment fraud and how to report it, please refer to https://www.parsons.com/fraudulent-recruitment/.