Service team leader

Our Organization

DLL is not your average financial services company. In fact, were above average in almost every way. With an employee engagement score of 85% (compared to the 72% industry average), it sure seems like were doing something right.

And, while most companies survive fewer than 20 years, 2019 marked our 50th.

We collaborate with manufacturers, suppliers and businesses in more than 30 countries to enable the acquisition of equipment, technology and software that companies need to contribute meaningfully to their communities.

We believe in partnering with our customers to develop innovative and sustainable financial solutions that deliver meaningful value to the world.

We strive to create an inclusive environment that is reflective of the communities in which we operate. Come see what all the excitement is about.

Your Function :

As the Customer Service Team Leader, you can expect to manage and field any day to day issues that occur while the Contact Center is open (8 : 00 am-5 : 00 pm M-F).

You will be responsible for 10 Customer Service members and report to the Customer Service Manager.

Our team typically responds to over 21,000 customer and partner inquiries a month. Requests include : inbound collection calls, termination quotes, account reconciliations, tax and insurance inquiries.

Key Performance Indicators (ex. Call Handle Time, Call Quality, Email Invoice Enrollment, Email turnaround time) have to be monitored closely and require frequent escalations with regards to load leveling and issue resolution.

Your Profile : Day to Day :

Day to Day :

• Daily monitoring of the phone queue to ensure we have resources allocated appropriately to best service our customers. Frequent repriotization of member responsibilities is required to ensure that we meet KPIs and customer demand.
• Assign members to work the various functional mailboxes that the department manages. Make adjustments as needed to ensure that KPIs are being met.
• Manage a team of 10 members who primarily respond to customer requests whether it be by telephone, or email. Added complexity exists based on the type of a request, and whether it originated with a customer or a vendor partner.
• The Team Leaders are responsible for assisting in the development and ongoing maintenance of the policies and procedures for all members.
• Customer and Vendor inquiries of a complex nature are escalated to the Team Leaders on a regular basis. In order to resolve the inquiry, it is required that they have in-depth knowledge of how the different customer and vendor facing departments of DLL operate.
• Conduct monthly meetings with team members to review individual and team performance, discuss issues and escalations. Define and manage KPIs and targets in line with annual plan & budget.
• Responsible for periodical (daily / monthly) reports on Member Productivity, Call Abandonment, Email Invoicing, and Functional Mailbox volume.
• Create and provide ad hoc reports (monthly, quarterly, annually), reports for compliance, audit and planning purposes.
• Identify opportunities for improvements and initiate, organize and manage needed corrections and concerted actions.
• Field escalated service issues.
• Perform all responsibilities of the Performance Management cycle including annual target setting, overall performance rating & appraisals, incentive payouts and related member employee relations issues.
• Responsible for interviewing potential candidates, and taking part in the selection process.
• Implement new process and procedures of a Continuous Improvement nature. Ex. Call Calibration, Survey Solicitation & Reporting, Functional Mailbox Management.

This requires communication, ongoing monitoring, and coaching to ensure adoption.

Maintain, develop, & facilitate the content for the departments E-Learning training program.

We Offer :

• Bachelors degree in Finance or Business or equivalent experience
• 2 years of experience in a leadership position within Customer Service preferred
• Proficiency in MS Office Suite, with a focus on MS Excel
• Excellent verbal and written communication skills to ensure proper handling of internal and external (vendor partner, end user) inquiries.
• Strong analytical, organizational, interpersonal and problem solving skills

Additional Information :

• Two working days per year volunteering for a local charity
• Health and Wellness program including healthy food, fresh Coffee Plaza, free health checks, fun health & vitality activities
• Flexible hours with possibility to work from home (within job scope)
• Career development opportunities : online learning, member development programs
• Highly competitive benefits

DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments.

If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation.

DLL appreciates the time you spend applying to our openings. We advise only those who qualify for an interview will be contacted.

Hiring is subject to successful completion of a background verification and integrity check. We advise only those who qualify for an interview will be contacted.

Hiring subject to successful completion of a background check. EOE

Please visit our website to apply online.

Last updated : 2024-03-09