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Laval, Quebec, Canada AIM Kenny U-Pull Full timePurchasing Call Center Job DescriptionWe are seeking a skilled Purchasing Call Center Agent to join our team at AIM Kenny U-Pull. As a key member of our call center team, you will play a vital role in purchasing vehicles for our various branches and assisting in our day-to-day operations.Key Responsibilities:Answer incoming customer calls and provide...
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Laval, Quebec, Canada American Iron & Metal Full timeAbout UsKenny U-Pull is a division of American Iron & Metal, a global leader in the metal recycling industry. We take pride in giving used vehicles a second life, with 27 auto recycling yards across Quebec, Ontario, New Brunswick, and Nova Scotia.Job SummaryWe are seeking a motivated and customer-focused Purchasing Call Center Agent to join our team. As a...
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Laval, Quebec, Canada AIM Kenny U-Pull Full timeJob Title: Specialized Purchasing Call Center AgentWe are seeking a highly motivated and detail-oriented Specialized Purchasing Call Center Agent to join our team at AIM Kenny U-Pull. As a key member of our call center team, you will play a vital role in purchasing vehicles for our various branches and assisting in our day-to-day operations.Key...
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Team Leader, Client Service Center
2 months ago
About Croesus
Croesus is a leading provider of innovative wealth management solutions, empowering professionals to improve productivity, make informed decisions, and enhance client relationships. Our mission is to deliver a superior experience to clients, users, partners, and employees, while having a positive impact on the community.
Job Summary
We are seeking a highly skilled Team Leader to oversee the Client Service Center, ensuring exceptional service delivery to clients using our software solutions. The ideal candidate will inspire high performance, create a positive and creative work environment, and lead a team of Analysts, Applications, and Data specialists.
Key Responsibilities
- Team Supervision
- Manage, motivate, and evaluate team members to ensure high performance and job satisfaction.
- Organize and conduct team meetings to discuss goals, progress, and challenges.
- Manage team members' schedules and absences to ensure adequate coverage.
- Provide ongoing training and development opportunities to enhance team skills and knowledge.
- Ensure information transfer and knowledge sharing among team members to promote collaboration and best practices.
- Represent user needs to key committees and influence strategic decisions to meet user needs.
- Monitor the quality of client interactions, including calls, emails, and chats, to ensure exceptional service delivery.
- Analyze key performance indicators (KPIs) and take corrective action to improve service quality.
- Monitor service KPI surveys and follow up with respondents and analysts to ensure client satisfaction.
- Handle client complaints and requests in a timely and professional manner.
- Ensure overall client satisfaction and loyalty.
- Act as the first point of contact for out-of-hours incidents and provide timely support.
- Set individual and team goals to align with business objectives.
- Implement strategies to meet performance goals and improve team productivity.
- Monitor results and adjust actions as needed to ensure team success.
- Provide regular performance reports to stakeholders.
- Collaborate with other teams to solve problems and improve the client experience.
- Participate in the recruitment and onboarding of new employees to ensure a smooth transition.
- Manage conflicts and performance issues within the team to maintain a positive work environment.
- Ensure that the team has the necessary resources to function effectively and promote a collaborative work environment.
Requirements
We are looking for a candidate with the following profile:
- University degree in a relevant field, such as administration, management, or communications.
- Minimum 5 years of experience in customer service, preferably in a call center environment.
- Minimum 2 years of experience in team supervision.
- Experience in the retail financial sector is an asset.
- Proficiency in IT tools, including Google Workspace and Atlassian Suite.
- Knowledge of SQL is an asset.
- Excellent verbal and written communication skills in English and French.
- Ability to build healthy working relationships with clients and colleagues.
- Proven leadership skills and ability to positively influence and mobilize.
- Ability to work under pressure and manage priorities.
- Organizational skills, thoroughness, and attention to detail.
- Ability to analyze and quickly understand technical requirements and translate them into functionality.
- Ability to conduct meetings and make presentations.
- Ability to communicate ideas and tailor them to the audience.
- Ability to streamline processes.
- Proactivity.
