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▷ (High Salary) Bilingual Customer Service Lead
4 weeks ago
SEB overviewWe are one of Canada's top providers of employee benefits administration software & HR technology solutions.Our Mission is to empower people and businesses by creating innovative technology solutions.We operate in a growing industry, and we take pride in having created a great working environment full of energy and enthusiasm to develop best-in-class solutions. This is an active organization that is always on the go We work in a fast-paced environment and aim to delight our customers and deliver on time. We take great care in allocating resources with the right skills & attitude to thrive and be a contributing part to the success of our teams.Our clients are some of the largest companies in Canada and SEB works as an extension of their HR team. We provide the technology to streamline their benefits administration and automate their business processes, relieving them from a heavy administrative burden, and allowing them to focus their resources on other key areas in their business.Job overviewThe Customer Service Lead is a quality improvement driven individual and is responsible for the implementation of new clients and projects within the call center environment.Responsibility Areas- Manage a customer service representative team- Conduct monthly evaluations of incoming and outgoing calls- Play a role in the new hire recruitment process- Take the necessary steps to obtain all the necessary accesses for the smooth running of the work management for the customer service representatives- Manage a portfolio of clients, including call trees (activation, deactivation and modification, as well as workgroups)- Participate and prepare the required documents for the meetings pertaining to a portfolio of assigned clients- Manage all change requests for clients in our knowledge base- Manage the investigation and corrective actions for any complaints received within a portfolio of assigned clients- Follow through on feedback received from our agents about what they are noticing on the lines and take appropriate action- Monitor call surveys with poor results on a daily basis, do the analysis and take appropriate measures, if applicable- Knowledge base updates for existing clients and for new clients or new projects- Proceed with the implementation of new clients including all important steps (knowledge base, access, training, etc.)- Keep all follow-up tools up-to-date- Collaborate with all the internal departments to identify areas of improvement- Implement action plans for clients whose statistics do not meet standards- Develop and roll out monitoring tools to optimize our statistics (resolution on the first call, resolution of cases escalated to the 2nd tier, etc.)- Analyse the open cases in our case tracker tool, as well as SMS response requests- Make regular checks to ensure we have the most up-to-date versions of client contracts, as well as documents for their benefit plans- Identify lessons learned after each implementation, in the spirit of improving for the future- Take calls when the situation requires it- Any other task related to the positionPersonal Attributes- Bilingualism, French and English (mandatory)- SharePoint experience (mandatory)- Power BI experience (asset)- Excellent communication and presentation skills- Must be quick learner- Proficiency with the Microsoft Office Suite- Good time management skillsEducation & Experience- Bachelor's Degree in business Admin, HR, or related fields is an asset- Knowledge of Contact Center best practices and service-related best practice- 3+ years of customer service and/call center experience- 3+ year in benefit and/or pension experience- 1+ year in training experience- 1+ year in coaching experienceWe offer you- A safe and dynamic work environment- Be part of an amazing team- Competitive benefits and pension plan, including free access to a doctor 24/7 through our TELUS Health Virtual Care platform- Flexibility to work from home- Continuing education & training- Tremendous potential with a growing organizationSEB Administrative Services Inc. is committed to having a diverse, representative workforce and continuing to build an inclusive environment. We encourage applications from all qualified individuals. SEB Admin is an employer committed to diversity and inclusion. We are pleased to consider all qualified applicants irrespective of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans' status, Aboriginal/Native American status or any other legally protected factors.All employment decisions are made based on business needs, job requirements, and individual qualifications.We are committed to developing inclusive, barrier-free recruitment and selection processes, and a work environment that supports our diverse workforce. Please let us know if you require accommodations at any stage of the recruitment process. We can be reached at hr@seb-admin.com.We thank you for your interest in SEB Administrative Services Inc. Only candidates under consideration will be contacted.
