CAN SBS Svc Payroll 170738

Team Leadership & People Management Lead, coach, and motivate a team of bilingual client service representatives handling chat and inbound customer interactions. Conduct regular one-on-one meetings, team huddles, coaching, and performance reviews. Build a high-performance culture focused on customer satisfaction, accountability, and continuous improvement. Manage employee engagement, development plans, and career progression. Support recruitment, onboarding, training, and talent retention initiatives. Operations Management Monitor daily operational performance to ensure achievement of service levels and business KPIs. Manage staffing, scheduling adherence, and productivity targets. Ensure seamless service delivery across chat and voice support channels. Handle real-time escalations and provide timely resolutions. Coordinate with Workforce Management and Operations teams to optimize resource utilization. Quality & Customer Experience Drive customer satisfaction and service excellence through effective coaching and feedback. Review quality evaluations, identify trends, and implement action plans. Ensure compliance with client policies, procedures, and service standards. Monitor customer interactions to maintain quality, professionalism, and regulatory compliance. Performance Management Track and analyze performance metrics including: oNPS/CSAT (Customer Satisfaction) oQuality Scores oService Level Achievement oAHT (Average Handle Time) oProductivity oAttendance & Adherence oFirst Contact Resolution (FCR) Develop and execute performance improvement plans when required. Prepare and present operational reports to management. Stakeholder Management Serve as a key point of contact between operations management and frontline teams. Collaborate with Training, Quality, Workforce Management, HR, and Client stakeholders. Participate in client reviews and business meetings as required ##LI-DNI