Team Leader (Client Success) | Hybrid - Eastwood, QC

About the Role

Directly reporting to the Operations Manager and being a
member of the Operations leadership team, your role is to plan, coach and lead
all day -to -day team functions and associated duties to support your staff (a
team size ranging 15 to 20 people) to deliver high quality outcomes that
delight our clients. This is an exciting and challenging new role focusing on
process documentation, improvement, and training through effective and
efficient highest quality of knowledge transfer and retention. This gives you
the opportunity to shape our broader operations function, employee engagement
and culture.

Client Management

• Develop
  and execute against client specific account plans
  
• Understand
  client environment, how they interact with the clients, their use cases
  and value they get from using the platform.
  
• Manage
  client engagement and other client feedback programs.
  
• Work
  with implementation and onboarding managers when needed to ensure client
  expectations are set correctly and delivered against
  
• Work
  with internal cross -functional teams to ensure high quality service
  delivery outcomes for clients.
  
• Engage
  internal operations and service delivery teams to support client issues
  when needed, escalate if necessary.
  
• Support
  with billing, accounting and payment related inquiries when needed.
  
• Understand
  and drive best practices and scalability in client accounts.
  
• Collaborate
  with and share best practices with other delivery managers and internal
  teams.
  
• Understand
  contract scope and ensure that we deliver on, or there is a plan with
  client around managing the delivery of contract scope.
  
• Act
  as voice of client inside by advocating for client value and service
  delivery experience, including raising and escalating issues proactively.
  

Team Management

• Ensuring
  performance metrics of the team are achieved through effective leadership
  
• Providing
  training and coaching to staff using your knowledge in customer service
  and deep understanding of internal work processes, policies and procedures
  
• Interviewing
  and successfully onboarding new staff as the team grows
  
• Analyzing
  and reporting on productivity and other metrics, including insights and
  action plans to improve
  
• Handling
  escalations and issues as needed
  
• Driving
  a high performing culture and positive working environment
  
• Promoting
  a collaborative and respectful team environment through effective and
  engaging leadership
  
• Performing
  other duties as assigned
  

Requirements

Qualifications:

• At least 2 years' experience as a Client Manager/Lead, Client Delivery Manager, Enterprise Account Manager, or in Sales ​
  
• Exceptional
  English communication and comprehension skills
  
• Minimum
  2 years leadership experience, preferably in BPO
  

Training

• Prior
  to starting the role as Team Leader, must pass the Leadership Development
  Program by the company
  
• This
  program is an 8 -day training designed for individuals in pursuing a career
  in leadership
  
• Upon
  successfully completing and passing the program, trainees will be
  onboarded as Team Leaders
  

Competencies:

• Flexibility
  and adaptability
  
• Resiliency
  
• Strong
  problem solving and decision making.
  
• Exceptional
  customer service skills
  
• Reliability
  
• Strong
  attention to detail
  
• Exceptional
  communication skills both verbal and written.
  
• Collaborative
  personality