Client Services Team Lead
7 days ago
We are seeking a highly skilled and experienced Client Services Team Lead to join our team at Broadstreet Properties LTD in Winnipeg. As a Client Services Team Lead, you will be responsible for leading a team of Client Services Representatives and ensuring the delivery of exceptional customer service to our clients.
Key Responsibilities- Team Leadership: Lead and manage a team of Client Services Representatives to achieve business goals and objectives.
- Schedule Adherence: Manage and execute schedule adherence for Client Services Supervisors and ensure coverage for all aspects of business.
- Performance Management: Manage and track daily contact center and customer service metrics; providing performance management where needed.
- Client Support: Cover in a Client Services Representative role as needed when busy, short staffed, emergencies or as required.
- Onboarding: Assist Client Services Supervisors with onboarding new employees as required.
- Relationship Building: Motivate teams through relationship building, supporting and coaching tenant affairs representatives with daily workflows to ensure any bottlenecking or issues are resolved in a timely manner.
- Communication: Escalate any regional communication to Client Services Supervisor.
- Analysis: Analyze and choreograph agent skills required for adherence and SLA.
- Support: Providing on-call support to overnight Client Services agents and after-hours ADT alarm support.
- Metrics: Track daily metrics as required.
- Workload Management: Manage agent workload through telephony platform; ensuring data entry and email needs are met.
- Matrix Tools: Update and maintain contact and emergency matrix tools.
- Troubleshooting: Troubleshoot and escalate any telephony or WFM issues to Client Services Supervisor.
- Client Inquiries: Respond to client inquiries in a professional and timely manner.
- Issue Resolution: Troubleshoot client issues and provide viable solutions for First Call Resolution.
- Implementation: Implement and champion Supervisor/ Client Service Manager requests and changes.
- Conflict Resolution: Utilize conflict resolution skills to ensure a high level of client service.
- Policies and Procedures: Adhere to both corporate and departmental policies and procedures.
- Knowledge Sharing: Promote knowledge and keep team members up to date on all new products, services, and processes.
- Work Environment: Promote positive work ethics and healthy work environment to ensure productivity.
- Company Image: Promote company in a positive image to all current and potential clients.
- Education: High school diploma or equivalent.
- Experience: Minimum 2 years' experience in the customer service industry.
- Skills: Previous contact center experience would be considered an asset. Advanced level of proficiency with MS Office and excel. Minimum 45 wpm typing speed. Excellent teamwork and team building skills. Strong customer service and troubleshooting skills. Ability to work well under pressure in a changing environment. Strong attention to detail and multi-tasking skills. Effective time management, while constantly assessing what the work day priorities are. Ability to deal with clients in a sensitive and tactful manner. Professional verbal and written communication skills.
- Availability: Available to work within a 24-hour open timeframe (includes evenings, weekends, holidays and emergency coverage as required).
- Health and Wellness: Employer paid extended health, vision, and dental coverage (including family). Employee and Family Assistance Program. $170 yearly health and wellness benefit.
- Recognition: RPP eligibility after one year. Employee recognition program.
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