ICF Consulting Group, Inc. Contact Centre Lead Agent – Evening in Ottawa, Ontario

Description:

Ottawa, ON Contact Centre Lead Agent Evening

Job Description: The Contact Centre Lead Agent, reporting to the Contact Centre Supervisor will provide service excellence by connecting to our customers.
The 15 seat Contact Centre will operate from 8:00 a.m. until 9:00 p.m., Monday through Friday excluding statutory holidays observed in Ontario. Applicants must be able to work evenings. 1-9p shift required

Key Responsibilities: Supports Operations Team Lead with on floor agent support, escalated calls, huddle and other tasks required Takes inbound calls as needed, both daytime and in evening Able to support Contact Centre Supervisor with Back Office tasks as needed to ensure daily/weekly processing expected timelines are met Supports Quality Control Team Lead with agent coaching and feedback, refresher and other ad hoc training Provides evening floor support to agents, escalated calls, monitors Cisco Finesse to ensure SLA s are met Mentors with Team Leads and Supervisor in areas related to these roles

Qualifications

Basic Qualifications: Ability to take escalated, difficult calls and de-escalate a situation Excellent oral and written communication in English and preferably also French Previous experience in contact centre or people management an asset Excellent knowledge of the OESP program

Preferred Skills/Experience: Bilingual preferred

Like what you see and think you re a perfect fit? Apply today. ICF offers an excellent benefits package, an award winning talent development program, and fosters a highly skilled, energized and empowered workforce. For a listing of other career opportunities at ICF, please visit our Career Center atwww.icfi.com/careers

Location: /ON-Ottawa/

Requisition ID: /1700003638/