Drive exceptional customer service as the Halifax Bilingual Customer Care Lead at Scotiabank. Focus on developing your team and enhancing client interactions in a vibrant work culture.
You will lead a skilled team, ensuring each member excels at first contact resolution and fosters strong customer relationships. This role requires expert knowledge of banking products, a commitment to coaching, and an ability to address complex customer issues effectively while adhering to all regulatory standards.
Key Responsibilities:
• Cultivate a customer-centric culture within the team
• Provide regular coaching and feedback to CCAs
• Monitor performance and identify improvement opportunities
• Address escalations and facilitate effective resolutions
• Create and maintain strong team engagement
Requirements:
• 3-5 years of experience in management or coaching roles
• Bilingual fluency in French and English
• Proven customer service expertise with a problem-solving m...