Date: Apr 11, 2025
Location: Multiple Locations, Canada
Job Type: Permanent Work Model: Remote Reference code: 129012 Primary Location: Halifax, NS
Our Purpose
At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future.
- Have many careers in one Firm.
- Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
- Learn from deep subject matter experts through mentoring and on-the-job coaching.
What will your typical day look like?
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring. Ratio of 1 to 15.
- Monitor calls/interactions to effectively coach to positive and negative experiences.
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum bi-weekly.
- Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
- Ensure service delivered for our client meets our Key Performance Indicator ('KPIs') and financial expectations.
- Communicate expectations to employees and provide timely updates.
- Provide subject matter expertise in handling escalated customer calls as needed.
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
- Stay current on internal work processes, policies, and procedures. Attend required manager development training.
- Promote the Deloitte values through both behavior and attitude, including being an advocate for team members.
About the team
This is your opportunity to work in Operate at Deloitte. Operate services harness the latest technologies, talent, and capabilities from all over the world to deliver ongoing outcomes and client value.
The Team Leader with Operate Next is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability.
Enough about us, let's talk about you
- Proficiency in English is required; proficiency in French is considered an asset.
- Indigenous background is considered an asset.
- Highly motivated individual with a proven ability to develop and coach team members to meet performance goals.
- Demonstrated ability to work effectively under pressure and ensure completion of tasks.
- Excellent communication skills, both written and verbal.
- Strong leadership skills in multi-tasking, prioritization, and meeting deadlines on deliverables.
- Ability to mentor, coach, and provide clear direction to a team of employees.
- Willingness to work a flexible schedule.
Total Rewards
The salary range for this position is $52,000 - $78,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people.
Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization.
**Our promise to our people: Deloitte is where potential comes to life.**
Be yourself, and more.
We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.
The next step is yours
At Deloitte, we are all about doing business inclusively -- that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada.
We encourage you to connect with us at ***************@deloitte.ca if you require an accommodation for the recruitment process.
