Winnipeg- Bilingual Assistant Team Leader National Call Center

Princess Auto is a Canadian retailer. We serve the home, shop, and industrial markets by providing a unique blend of quality products, services, and value based solutions to our customers through an outstanding shopping experience. Check out our website hereto see some of our products!

Our team is over 3000 strong! We operate 48 Retail Stores from coast to coast and support our stores through 3distribution centres.

What our unique and fun world can offer you:

• Company-funded, comprehensive benefits package
• Annual Profit Sharing Plan
• Company Pension Plan
• Discount at our retail stores
• Opportunities for advancement and relocation
• Paid personal days
• Uniform and safety shoe allowance

Overview of the Position

The Assistant Team Leader of the National Call Centre supports the creation of a fun, values-oriented, safe and unique Customer experience by supporting, communicating and providing direction to the National Call Centre Team. Overseeing and leading their team to execute the plans while maintaining a high level of Royal Service for both Team Members and Customers.

To be successful in this role, you will need to:

• Provides leadership to the Team Members in their area consistent with the Princess Auto Values
• Fosters a safe and respectful work environment; administers health and safety procedures as required; reinforces Company values
• Works with the Team Leader to communicate daily and weekly goals with Team Members through daily pre-shift meetings and creates to-do lists for them
• Oversees work completion by providing direction, follow up and accountability
• Leads, develops and provides consistent support to Team Members through mentoring, training and coaching
• Participates in the hiring process and orientation of new Team Members
• Completes annual reviews for Team Members in their area of responsibility
• Ensures compliance with standard operating procedures and all Company policies

• Follows and administers all company health and safety procedures and loss prevention protocol
• Maintains clear line of communication between Team Members and the Team Leader; ensures effective communication within their area
• Opens and closes National Call Centre as required

• Spends time on the Call Centre floor leading and supporting Royal Service as needed
• Assists Customers (individuals and key accounts) on the telephone with orders, resolving escalated issues, shipping quotes, complex requests, and so on
• Monitors Key Performance Indicators (KPIs) and sets goals for department

KNOWLEDGE, SKILLS & ABILITIES

• High school diploma, GED or equivalent
• Post-secondary education in related field considered an asset
• Minimum two years progressive leadership experience (retail /call center industry preferred); ability to coach and teach
• Princess Auto product knowledge an asset
• Fluent in English and French both verbal and written an asset
• Strong people and customer service orientation (Royal Service)
• Strong leadership skills; ability to provide vision, direction and motivate a team
• Excellent written and verbal communication skills
• Ability to work in collaboration and cooperativeness with others
• Understanding of inventory management and budgeting process
• Strong time management, organizational and problem solving skills
• Ability to plan and execute to achieve goals
• Ability to train and demonstrated commitment to ongoing training and coaching (personally and for others)
• Strong computer skills including experience with MS office; ability to learn and use new technology
• Demonstrated enthusiasm; positive demeanor
• Self-starter; takes initiative; works well with minimal direction
• Ability to work in a fast paced, changing environment
• Emergency First Aid certified or willing to be certified

WORKING CONDITIONS

• Typical Call Centre environment
• Must be available to work weekdays, evenings and/or weekends

DISCLAIMER

The preceding Position Profile has been designed to indicate the general nature and level of work performed for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of Team Members assigned to this position.

Are you ready to join us?

If you are interested in becoming a part of our unique world, please click on Apply below.

If you are a current Team Member at Princess Auto please submit a current resume. If you are applying for a location or department other than your current location or department a signed Expression of Interest must also be submitted.

Accessibility

Princess Auto Ltd. will consult with all applicants requesting accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant’s individual accessibility needs.