Team Lead- Call Centre

Want to work for a local and respected, Living Wage Employer in BC? We are looking for our very first Team Lead for our Member Care Team. You will be working alongside our Director, Member Care and supporting our member care agents, who receive very high satisfaction scores from our membership. We are looking for someone with great customer service aptitude and a desire to help support and lead an exceptional customer service team.

WHO WE’RE LOOKING FOR – A BIT ABOUT YOU!

When you join Modo’s Member Care Team as a Team lead, you will be joining a top-rated team who serves our members as the first point of contact for any member related issues. You will provide support to and help coach a dedicated team of agents to continue to deliver the best customer experience to our members and provide support and feedback to the Director of Member Care.

We would love to hear from you if you have:

• A minimum of 2 years of experience as supervisor or Team Lead of a contact center.
• Managing a unionized team would be an asset.
• Exceptional written and verbal communication skills.
• Strong customer service and de-escalation skills.  
• Strong analytical, reasoning, and problem-solving skills. 
• Experience in coaching and Performance Management  
• Strong aptitude for various technology applications such as contact center platforms, messaging applications, and information systems. 
• Experience in handling escalated calls and ensuring they are resolved as per organizational policies. 

AND NOW, A BIT ABOUT MODO!

Modo is a co-op founded on social purpose, we transform communities by connecting people with places in a way that’s affordable, convenient, inclusive, and sustainable. Driven by people – not profit – Modo was the first carshare to open shop in BC back in 1997. Our promise is to offer an exceptional car sharing experience.

Modo is a leader in the ever-changing shared mobility space and our brand is well recognized and respected. Our employees share a passion for social impact; it’s what draws us together to do our best. We build our own software platform, and you would be a key contributor to the user experience.

Modo operates on the unceded and shared territories of many First Nations. Unceded because most Indigenous Peoples in this province never entered into Treaty with the Canadian government and shared because Indigenous lands are not divided by borders. Our main office is located on the unceded and shared ancestral lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Sel̓íl̓witulh (Tsleil-Waututh) Nations.

We and our members live and work on these lands and our cars move across them. We appreciate and respect the long-standing tradition of Indigenous Peoples in caring for the land. We recognize the harm that is caused to the environment – land, air, and water – through the use of vehicles, and commit to reducing that harm as a core part of our Purpose.

WHAT WE OFFER OUR EMPLOYEES

The best thing about working at Modo is our people. Everyone feels strongly connected to Modo’s purpose, and we respect one another and foster a sense of belonging.

You’ll have the continued support of a close-knit team who are committed to your success. Modo’s offered salary range for this role is $58,000 to $60,000 per year, plus eligibility to participate in any bonus programs that the co-op makes available each year. Modo offers attractive health and wellness benefits. These include a comprehensive extended health and dental plan, paid sick days, a monthly health and fitness benefit, and a discount on Modo usage! Additionally, our Member Care Team is currently working remotely, with the occasional request to attend in-person events.

HOW TO APPLY

We encourage you – yes, You! – to apply, even if you feel you don’t meet all the requirements on our wish list. We value intelligence and creativity and know that some skills can be learned on the job. Please send your resume and short cover email to jobs@modo.coop explaining why you think you’d be a great contributor to our team.

We appreciate and respect your effort in reaching out to us and will do our best to keep you informed throughout the recruitment process.

As an employer committed to equity, diversity, and inclusion, Modo especially welcomes applications from folks identifying with historically, persistently, and/or systemically underrepresented groups – if that speaks to you, you’re invited to let us know when you apply. If you require any accommodation for any reason, please let us know when you email us with your resume and cover letter.

We wish you the best with your application and can’t wait to learn more about you!

Job Type: Full-time

Salary: $58,000.00-$60,000.00 per year

Benefits:

• Dental care
• Extended health care
• Vision care
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday
• Weekends as needed

Ability to Commute:

• Vancouver, BC V6C 1V5 (required)

Ability to Relocate:

• Vancouver, BC V6C 1V5: Relocate before starting work (required)

Work Location: Hybrid remote in Vancouver, BC V6C 1V5

Application deadline: 2024-03-01
Expected start date: 2024-03-04