Bilingual Customer Service Team Lead

Résumé du poste

The role involves managing team productivity and queue health by tracking KPIs and ensuring service level agreements are met. It also requires coaching staff, resolving operational bottlenecks, and reporting performance trends to senior leadership.

Détails du poste

Bilingual Customer Service Team Lead Our client located in Bowmanville is looking for a Bilingual Customer Service Team Lead to add to their team. This is a prime starting opportunity for someone who wants to step into a leadership role What’s in it for you: Base salary of $60,000-$65,000 Comprehensive Benefits 2 weeks of vacation Profit Sharing Hours: In-office Monday to Friday from 9am-5pm In this role, you will be responsible for: Reviewing department dashboards, tracking team KPIs, and monitoring queue health to manage staff productivity, quality, attendance, and workload balance. Prioritizing daily workloads across various product lines, service categories, and account portfolios. Managing aging claims, assigning action plans for stalled files, and ensuring service level agreements (SLAs) are met for new files, follow-ups, customer updates, and partner responses. Resolving operational bottlenecks with external contractors, service providers, manufacturers, vendors, and internal teams, and escalating high-risk customer or account concerns. Conducting team meetings to communicate priorities, supporting senior agents with operational decisions, and providing weekly one-on-one coaching sessions. Leading bi-monthly operational performance meetings, auditing case quality, and presenting monthly KPI results, cycle times, and backlog trends to senior leadership. Collaborating cross-functionally with internal departments (IT, Finance, Client Services) and external partners to drive continuous improvement and update standard operating procedures. Managing major service disruptions, system issues, or unexpected workload spikes, and handling any other duties as required. The ideal candidate will have: Fluency as a bilingual professional in both French and English (written and spoken) Experience in a senior customer service, team lead, or coaching role within customer service, warranty, or claims operations University Degree or Diploma in Human Resources, Business Administration, a related field, or equivalent practical experience Experience or familiarity managing operational service levels (SLAs) Strong analytical skills with the ability to review departmental scorecards, track productivity trends, and analyze backlog data High proficiency in Microsoft Office, particularly Word and Excel Excellent interpersonal, communication, and coaching skills with a solutions-oriented approach Send your resume today to be considered for this position. AI Disclosure: We utilize AI-powered tools on job posting platforms for the initial screening and ranking of applications based on job-related criteria. AI technology is also employed in our recruitment process to streamline and facilitate interview scheduling and note-taking. It is important to note that AI is not used for making final hiring decisions. Type of Vacancy: This posting is for an existing vacancy. BlueSky Personnel Solutions is an equal opportunity employer who welcomes resumes from all interested. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request an accommodation, please contact BlueSky Personnel Solutions. We thank you in advance for your interest, however, only those selected for a pre-screen and/or an interview will be contacted.

Ce que vous ferez

The role involves managing team productivity and queue health by tracking KPIs and ensuring service level agreements are met. It also requires coaching staff, resolving operational bottlenecks, and reporting performance trends to senior leadership.

Exigences

Candidates must be fluent in both French and English with experience in a senior customer service or team lead role. A university degree or diploma in Business Administration, Human Resources, or a related field is required or preferred.

Avantages

• Comprehensive Benefits • 2 weeks of vacation • Profit Sharing

Compétences indiquées

• Microsoft Excel · Souhaitée
• SLA Management · Souhaitée
• Coaching · Souhaitée
• Team Leadership · Souhaitée
• Microsoft Word · Souhaitée
• interpersonal communication · Souhaitée
• Conflict Resolution · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Bilingual French and English
• Team Leadership
• KPI Tracking
• SLA Management
• Coaching
• Performance Auditing
• Analytical Skills
• Microsoft Word
• Microsoft Excel
• Interpersonal Communication
• Conflict Resolution
• Operational Management

Domaines d’emploi

• Customer Service & Support
• Management & Leadership