Bilingual Customer Support Team Lead

BMO Insurance; Toronto; On-site; CAD 56,000 - 104,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO Financial Group is seeking a Bilingual Team Lead to oversee a team of Customer Support Representatives in a Toronto-area setting. The role focuses on coaching, performance management, and ensuring high-quality client interactions across inbound and outbound activity.

The position requires 3–5 years in a related field, post-secondary education, and bilingual English/French proficiency. Strong attention to detail and compliance are essential to success.

Qualifications

• 3–5 years of relevant experience and post-secondary education.
• Bilingual (English/French) preferred.
• Leadership or acting leadership experience preferred.
• Experience in a contact center or service environment strongly preferred.
• Strong coaching, communication, and performance management skills.
• Detail-oriented with accuracy, consistency, and compliance.
• Working knowledge of travel insurance products is an asset.

Responsibilities

• Leads a team of Customer Support Representatives, coaching and performance managing to achieve service targets.
• Monitors KPIs like call quality, adherence and productivity, driving continuous improvement.
• Ensures adherence to scripts, workflows, and escalation protocols.
• Acts as escalation point for complex client interactions and guides agents on issues.

Skills

Leadership

Coaching

Bilingual EN/FR

Communication

Performance mgmt

Customer service

Education

Post-secondary education

Job description

BMO Financial Group is seeking a Bilingual Team Lead to oversee a team of Customer Support Representatives in a Toronto-area setting. The role focuses on coaching, performance management, and ensuring high-quality client interactions across inbound and outbound activity.

The position requires 3–5 years in a related field, post-secondary education, and bilingual English/French proficiency. Strong attention to detail and compliance are essential to success.