Broadstreet Properties LTD Hiring for Client Services Team Lead – Winnipeg at Winnipeg, MB Full Time

The Team Lead will be a strong positive leader, good listener, supporting, and advising their Client Services team. This role will report to the Client Service supervisors in the execution and management of contact center business goals, with a primary focus on daily interaction and schedule adherence. The team lead will enjoy a regular steady shift.

This role will have a strong focus on contact center KPI’s and drive coaching activities and performance to meet contact center and Customer service metrics. The role will deliver exceptional service and will be a brand ambassador for the team and for the company.

Your contribution to the team includes:
Manage and execute schedule adherence for CS Supervisors and ensure coverage for all aspects of business

Manage and track daily contact center and customer service metrics; providing performance management where needed

Cover in a Client Services Representative role as needed when busy, short staffed, emergencies or as required

Assist CS Supervisors with onboarding new employees as required

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

Escalate any regional communication to CS Supervisor

Analyze and choreograph agent skills required for adherence and SLA

Providing on-call support to overnight CS agents and after-hours ADT alarm support

Track daily metrics as required

Manage agent workload through telephony platform; ensuring data entry and email needs are met

Update and maintain contact and emergency matrix tools

Troubleshoot and escalate any telephony or WFM issues to CS Supervisor

Respond to client inquiries in a professional and timely manner

Troubleshoot client issues and provide viable solutions for First Call Resolution

Implement and champion Supervisor/ Client Service Manager requests and changes

Utilize conflict resolution skills to ensure a high level of client service

Adhere to both corporate and departmental policies and procedures

Promote knowledge and keep team members up to date on all new products, services, and processes

Promote positive work ethics and healthy work environment to ensure productivity

Promote company in a positive image to all current and potential clients

What you need to be successful:
High school diploma or equivalent

Minimum 2 years’ experience in the customer service industry

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

Available to work within a 24-hour open timeframe (includes evenings, weekends, holidays and emergency coverage as required)

The perks:
Employer paid extended health, vision, and dental coverage (including family)

Employee and Family Assistance Program

$170 yearly health and wellness benefit

RPP eligibility after one year

Employee recognition program

Why Broadstreet?

Broadstreet Properties is a family owned and operated property management company partnered with Seymour Pacific Developments to build apartment and townhome communities. We are a growing organization made up of diverse individuals who are driven to innovate our approach to asset management. We consider employee wellbeing a priority and are dedicated to protecting the health and safety of our teams while ensuring a workplace that is respectful of everyone. Broadstreet Properties Ltd. practices equal opportunity and safe hiring processes when filling positions and hires only the most qualified individuals.

7xTba8bAau