Easter Seals Jobs

Team Lead (French/English)

Requisition ID: 212429

Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment.

Customer Care Supervisor -Tangerine Contact Center

Schedule: Monday to Friday 3:00pm - 12:00am / Every other Sunday 8:00am - 5:00pm

Purpose

Leads and oversees an inbound team of customer service advisors, contributing to the overall success of the Service & Sales in Canada ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies, and procedures.

Accountabilities

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.

• Provides a best-in-class customer experience when dealing with business partners, customers, or team members by resolving customer matters; and understanding the customers’ circumstances and matching appropriate solutions through sound knowledge of the Service & Sale products and procedures.

• Demonstrates superior leadership and coaching to motivate and develop individual Customer Care Advisor performance by:

o Developing a team of high-performing, subject matter experts with sound problem resolution, who are knowledgeable. confident and focused on first contact resolution in delivering best advice to our customers.

o Engaging in coaching as an ongoing observational activity with CCA by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building.

o Review client’s interactions with the advisors, including live calls, calls recorded and Side by Side to identify training opportunities and development, common challenges within the team and possible solutions.

o Lead team meetings to recognize positive results, communicate team focus, review team goals and priorities, share best practices, successes and addressing challenges.

o Effectively managing direct and indirect reports of any performance and conduct concerns and working with HR and ER as required.

• Recommending appropriate changes to policies, processes and procedures that will assist in improving productivity and efficiency of the unit.

• Actively promote the delivery and achievement of industry-leading customer service through:

o Have a clear understanding of the financial and non-financial objectives of the Centre. Track individual and team results against objectives. Design and independently implement tactical responses to performance issues within the team to correct any negative trends.

o Act as an agent of change, lead, motivate and support CCAs through the changes.

o Ensure that each customer experience is consistent with service standards and make sure each team member provides a value customer service.

o Get in contact with other team leaders to identify issues/ common trends and execute effective solutions.

• Contributes to maximizing team efficiency through:

o Manage agent’s KPIs on each session of the targets; Customer experience (OSAT, FCR & QM), Right place, Right time (SignOn & ADH), and Efficiency (AHT, Hold, ACW), make sure to maintain an optimal team.

o Ensure team adherence to Scotiabank policies and procedures, the general compliance (e.g. KYC, AML and privacy laws), the Privacy Guidelines Scotiabank business conduct and any other guidelines or codes of conduct complementary applicable to the environment.

o Proactively identify trends among the team related to Customer satisfaction/retention, agent knowledge, productivity, etc. and present recommendations to the Manager.

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Creates an environment in which their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

• Builds a high-performance environment and implements a people strategy that attracts, retains, develops, and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vison/values/business strategy; and managing succession and development planning for the team.

Education / Experience

• Student or college Degree in Business Administration, International Business, Finance, or any related field.

• Minimum 2 years of experience supervising a team.

• Minimum 2-3 years of experience in financial services industry

• Previous Retail Banking and / or Advice/Call Centre experience

• Champions a high-performance environment and contributes to an inclusive work environment.

• Ability to work efficiently and effectively independently and with other team members.

• Ability to be flexible and adaptable to changes.

• Strong analytical, organizational, and problem-solving skills.

• Ability to negotiate, influence and display the confidence to make independent decisions.

• Thorough knowledge of the Bank’s policies, practices, procedures, systems and its products and services are an asset.

• Excellent verbal and written communication skills

• Detail oriented, requiring a high degree of accuracy.

• Computer literate – Microsoft Office is an asset.

• Bilingualism (French/English) is required.

Location(s): Dominican Republic : Santo Domingo : Santo Domingo East || Dominican Republic : Santo Domingo : Santo Domingo North || Dominican Republic : Santo Domingo : Santo Domingo West

Business Address: Zona Franca Las Americas

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, pleaseclick here (https://www.scotiabank.com/careers/en/careers/technical-support-for-applicants.html) . Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.