Bilingual Customer Service Team Lead

BlueSky Personnel Solutions; Bowmanville; On-site; CAD 60,000 - 65,000; Full time

Benefits offered by this job

Profit Sharing

2 weeks vacation

Job summary

BlueSky Personnel Solutions in Bowmanville is seeking a Bilingual Customer Service Team Lead to guide a team in a hands-on, in-office role. The position offers a base salary and a path to leadership, plus vacation and profit sharing opportunities.

Responsibilities include monitoring KPIs, prioritizing workloads, managing claims and SLAs, resolving bottlenecks with partners, and leading coaching sessions with the team. A university degree or diploma and strong MS Office skills are preferred.

Qualifications

• Bilingual in French and English (written and spoken).
• Experience in senior customer service, team lead, or coaching roles.

Responsibilities

• Reviewing dashboards, tracking team KPIs, and monitoring queue health to manage staff productivity and workload.
• Prioritizing daily workloads across product lines, service categories, and accounts.
• Managing aging claims, action plans for stalled files, and ensuring SLAs are met for new and follow-up files.
• Resolving bottlenecks with contractors and internal teams and escalating high-risk concerns.
• Conducting team meetings, coaching sessions, and weekly updates to leadership.
• Leading bi-monthly performance meetings and presenting KPI results and backlog trends.

Job description

Our client located in Bowmanville is looking for a Bilingual Customer Service Team Lead to add to their team. This is a prime starting opportunity for someone who wants to step into a leadership role

What’s in it for you:

• Base salary of $60,000-$65,000
• 2 weeks of vacation
• Profit Sharing
• Hours: In-office Monday to Friday from 9am-5pm

In this role, you will be responsible for:

• Reviewing department dashboards, tracking team KPIs, and monitoring queue health to manage staff productivity, quality, attendance, and workload balance.
• Prioritizing daily workloads across various product lines, service categories, and account portfolios.
• Managing aging claims, assigning action plans for stalled files, and ensuring service level agreements (SLAs) are met for new files, follow-ups, customer updates, and partner responses.
• Resolving operational bottlenecks with external contractors, service providers, manufacturers, vendors, and internal teams, and escalating high-risk customer or account concerns.
• Conducting team meetings to communicate priorities, supporting senior agents with operational decisions, and providing weekly one-on-one coaching sessions.
• Leading bi-monthly operational performance meetings, auditing case quality, and presenting monthly KPI results, cycle times, and backlog trends to senior leadership.
• Collaborating cross-functionally with internal departments (IT, Finance, Client Services) and external partners to drive continuous improvement and update standard operating procedures.
• Managing major service disruptions, system issues, or unexpected workload spikes, and handling any other duties as required.

The ideal candidate will have:

• Fluency as a bilingual professional in both French and English (written and spoken)
• Experience in a senior customer service, team lead, or coaching role within customer service, warranty, or claims operations
• University Degree or Diploma in Human Resources, Business Administration, a related field, or equivalent practical experience
• Experience or familiarity managing operational service levels (SLAs)
• Strong analytical skills with the ability to review departmental scorecards, track productivity trends, and analyze backlog data
• High proficiency in Microsoft Office, particularly Word and Excel
• Excellent interpersonal, communication, and coaching skills with a solutions-oriented approach

AI Disclosure:

We utilize AI-powered tools on job posting platforms for the initial screening and ranking of applications based on job-related criteria. AI technology is also employed in our recruitment process to streamline and facilitate interview scheduling and note-taking. It is important to note that AI is not used for making final hiring decisions.

Type of Vacancy:

This posting is for an existing vacancy.

BlueSky Personnel Solutions is an equal opportunity employer who welcomes resumes from all interested. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request an accommodation, please contact BlueSky Personnel Solutions.

We thank you in advance for your interest, however, only those selected for a pre-screen and/or an interview will be contacted.