Team Lead with French

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Requirements:

• You’ve spent at least three years in a job with customer service experience.
• You have previous experience in leading a team and managing people.
• You’re organized, pragmatic and capable of leading an interdisciplinary team.
• You’re comfortable working in a fast-moving company where priorities can change.
• You have excellent communication skills and a positive goal-oriented attitude.
• You have an adept command of English and French, both written and verbal - C1/C2 level.
• Ability to detect patterns, recognize opportunities for improvement of processes or established work practices.
• Familiarity with Zendesk, traditional banking and the fintech industry would be considered a plus.

Responsibilities:

• Management of agents and all aspects related to that task, assisting them with difficult cases and providing guidance where necessary.
• Assigning tasks including daily organization of the workload.
• Mentoring of employees, monitoring their progress and goals, and removing blockers that prevent them from performing well.
• Reporting, analyzing data, spotting patterns, improving processes and work practices.
• Schedule creation and organization, a variety of planning tasks.
• Liaison between different departments and team leads of other teams, coordinating across different business areas to achieve a common goal.
• Participation in the recruitment process and acquisition of new staff in Member Support.
• Assistance with escalated queries from members which require a more hands-on approach and attention to detail.