Client Services Team Lead

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Maple Leaf to Jamaica; Join Our Canadian-Inspired Team!

Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out our Youtube video:

https://youtu.be/AsPjX-5uyQQ

Team Lead, Client Services

Team Supervision & Leadership:

As a point of contact for clients, the Team Lead delivers exemplary customer service, addresses a variety of client needs (including account, transaction, and technical assistance) and proactively identifies opportunities to promote Client’s products and services.

The Team Lead also acts as a subject matter expert and support for the Client Services team, answering agent questions and escalating issues in a timely manner.

They will also work closely with the leadership team on initiatives to help improve contact centre efficiency, close coaching and training gaps and provide oversight support.

In this role, responsibilities include but are not limited to:

1. Team Support & Development:

• • Serve as the primary point of contact for Client Services team member inquiries.
  • Collaborate with Quality Coaches and the Manager to develop and implement agent performance improvement plans based on call/chat metrics.
  • Conduct regular meetings with agents to address concerns, provide support, and offer guidance and resources.
  • Work closely with the Manager on contact centre initiatives and provide leadership support to the team.
  • Actively participate in team meetings and workshops to contribute to team goals and development.

2. Client Interaction & Support:

• Manage client interactions across all channels (phone, email, chat, in-person) from initial contact to resolution, ensuring efficiency and effectiveness.
• Assist clients with account monitoring, management, and inquiries via various communication methods, leveraging comprehensive knowledge of Client products and services.
• Provide technical support to clients on Client’s trading platforms, utilizing up-to-date knowledge of relevant procedures.
• Resolve client issues professionally, escalating complex matters as necessary, while adhering to Client’s policies and procedures.

3. Knowledge & Compliance:

Maintain up-to-date knowledge of Client’s products, services, programs, policies, and procedures to effectively support both clients and the team

Qualifications/ Experience.

• College or university degree in related field
• 1-2 years experience in service related or financial services industry
• 6 months-1 year leadership experience
• 6 months-1 year contact centre experience

We value our employees by providing:

• Competitive salaries
• Employee Recognition program
• Paid training
• Career advancement opportunities
• Health Insurance
• Employee referral program
• Lunch Subsidy

All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.