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Responsibilities:
- Develop and maintain team schedules, manage time-off requests, and monitor schedule adherence.
- Monitor live chat queues and agent availability, adjusting routing and breaks in real time.
- Conduct QA reviews, audit chat transcripts, and provide coaching to ensure brand standards.
Team Leadership:
- Lead, mentor, and motivate a team of 10+ chat agents through regular 1-on-1 coaching and performance reviews.
- Identify training gaps and collaborate with Learning & Development to address them.
- Foster a collaborative, inclusive, and motivating team environment.
Reporting & Analysis:
- Track key metrics like AHT, first response time, CSAT, FCR, and agent utilization.
- Prepare weekly and monthly performance reports with actionable insights.
- Use performance data to identify trends and recommend process improvements.
Brand Momentum
Brand Momentum is a nationally integrated leader in Sales, Marketing, and Retail, headquartered in Toronto. As a three-time winner of Canada's Top 100 Best Workplaces and one of Canada's fastest-growing companies, we foster a fun culture and are committed to 'Goodness,' integrity, respect, empowerment, and sustainability.