Client Services Team Lead
3 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 play a key role in leading our Client Services team and championing support for our customer-focused environment.
Key Responsibilities- Team Leadership: Manage and execute schedule adherence for CS 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 CS Supervisors with onboarding new employees as required.
- Team Motivation: 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 CS Supervisor.
- Agent Skills: Analyze and choreograph agent skills required for adherence and SLA.
- On-Call Support: Providing on-call support to overnight CS agents and after-hours ADT alarm support.
- Metric Tracking: Track daily metrics as required.
- Agent Workload: 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 CS Supervisor.
- Client Inquiries: Respond to client inquiries in a professional and timely manner.
- Client Issues: 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.
- Previous Experience: Previous contact center experience would be considered an asset.
- Skills: Advanced level of proficiency with MS Office and excel.
- Typing Speed: Minimum 45 wpm typing speed.
- Teamwork and Team Building: Excellent teamwork and team building skills.
- Customer Service and Troubleshooting: Strong customer service and troubleshooting skills.
- Pressure Management: Ability to work well under pressure in a changing environment.
- Attention to Detail and Multi-Tasking: Strong attention to detail and multi-tasking skills.
- Time Management: Effective time management, while constantly assessing what the work day priorities are.
- Client Interaction: Ability to deal with clients in a sensitive and tactful manner.
- Communication Skills: 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).
- Extended Health and Dental Coverage: Employer paid extended health, vision, and dental coverage (including family).
- Employee and Family Assistance Program: Employee and Family Assistance Program.
- Health and Wellness Benefit: $170 yearly health and wellness benefit.
- RPP Eligibility: RPP eligibility after one year.
- Employee Recognition Program: Employee recognition program.
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