The People Bank Ottawa Office is currently recruiting for a Bilingual Customer Service Team Leader for a new and exciting opportunity with one of our clients.
Position Overview:
As a Team Leader you will be responsible for day to day management of credit card operations department staff who may be working in several different functional areas. Responsibilities include management of work flow, staffing, scheduling, coaching, skill development and adherence to service level agreements. The team lead of this department is also required to handle any and all customer escalations.
Basic Responsibilities:
• Scheduling employee shifts which includes their break schedule.
• Maintain contracted service level agreements.
• Solid understanding of all tasks within the department.
• Daily, weekly and monthly quality assurance reviews on each employee.
• Provide required frequency of reporting to internal partners and to the client.
• Evaluation of employee performance.
• Provide day to day support for the team and address issues immediately as they arise with special focus on priority situations.
• Interact with client when or if required.
• Proactively seek opportunities to meet and improve business needs by recommending efficiencies in workflow.
• Take responsibility for ongoing and continuous self-learning of skill and knowledge gaps.
Mandatory Qualifications :
• 2-3 years operations experience in the financial services industry.
• 2-3 years leadership experience.
• Bilingual (French and English).
• Professional written and verbal communication skills.
• Good listening and negotiation skills.
• Detail-oriented and ability to multi-task.
• Strong organizational and time management skills.
• Prioritization skills required to manage a heavy workload.
• Proficiency in MS Word, Excel, Outlook.
• Must pass a credit and criminal background check.
• Be available to work 7.5 hour shifts in a 24/7 environment.
We wish to thank all candidates for their interest. However, please note that only those most qualified will be contacted.
The People Bank, Placement Group, Allen Professional Search and Aimco are specialty divisions within Canada's leading staffing firm, Design Group Staffing Inc. We provide permanent, contract and temporary personnel for thousands of employment opportunities every year, and employ a customized recruitment approach that will treat you like an individual. Whether you’re looking for your dream job, or something flexible to suit your schedule, you can rely on an experienced recruitment specialist who is dedicated to helping you find the right fit.
The People Bank has been recognized for placing people first having been consistently selected as one of Canada’s 50 Best Managed Companies, earning Platinum Membership status. Our commitment to quality is reflected in our ISO 9001:2000 certification. Experience extraordinary Design Group service through 28 offices and more than 300 recruitment specialists across Canada.
