Team & Office Lead, Debt Relief Specialists
Location: Scarborough, Ontario
Type - Permanent, Full Time
We are currently seeking a Team Lead to lead a group of Debt Relief Specialists within the Insolvency Services group in our Scarborough, Ontario office, with an early September start date. The Team Lead will also have a partial responsibility of assisting our Calgary Office Coordinator with operational tasks. The split in time for these roles will be 90% as a Team Lead, Debt Relief Specialists and 10% as an Office Team Lead.
The Team Lead will be responsible for driving the team with the goal of achieving desired performance results as established by the Manager, Insolvency Solutions.
Working in collaboration with the Manager, the Team Lead will monitor team results by providing quality reviews, coaching, guidance, and day-to-day support to Debt Relief Specialists while ensuring clients are served in a timely, compassionate and expert manner. Service delivery will have a view of operational efficiency with a focus on enhancing the client experience and relationship with Bromwich + Smith. The Team Lead will also play a key role in supporting the implementation of major change initiatives.
Key Accountabilities include:
- Contact Centre Leadership
+ Build, lead and sustain a high performing team ensuring that service, quality and file conversion objectives are being attained and maintained on a consistent basis;
+ Ensure team members are trained and fully competent in all the required functions and technologies and tools to effectively provide service to those needing our services;
+ Ensure the highest level of customer service and facilitate all actions necessary including timely follow up and next steps to positively satisfy customer needs;
+ Create and maintain a high-quality work environment so team members are motivated to perform at their highest level;
+ Coordinate with our Calgary Office Coordinator on general office requirements, event coordination and on-site property management assistance for our Scarborough office.
- Team Learning & Development
+ Provide day to day coaching and guidance to team members on daily work;
+ Help integrate new staff member(s) by leading and facilitating on-boarding process;
+ In collaboration with the Manager, Insolvency Solutions & relevant team member(s), identify areas of opportunity, working together with the Training Specialist to design, develop and facilitate training plans, training opportunities, and lunch & learns to foster a culture of continuous learning;
- Process Improvement
+ Gather weekly, monthly data and, reports from file reviews, as retrieved from the insolvency software to ensure timeliness and accuracy of files;
+ Work closely with our Sales Coach, Insolvency & Restructuring Consultants and Trustees to identify gaps and areas for improvement in various intake processes;
+ Under the guidance of Manager, Insolvency Solutions define process improvements to further enhance debtor experience while ensuring organizational objectives and statutory requirements are met;
+ Participate in broader process improvement initiatives;
- People Management
+ Measure performance targets of individual team members and provide daily, weekly and monthly guidance to meet or exceed the set targets;
+ Work closely with the Manager in leading a high performing team and to review key performance indicators, team and staff goals;
+ Monitor, maintain and enhance the activities of team members to ensure debtors & bankrupts receive consistent and superior customer service;
+ Establish collaborative and respectful team environment;
+ Resolve conflict and escalate to the appropriate level when necessary;
+ Duties as identified by Manager, Insolvency Solutions;
+ Lead and model behavior that is aligned with Bromwich & Smith Inc.’s values
Required Knowledge & Skills:
+ You hold a post-secondary diploma or degree; post-secondary education in a related field is an asset;
+ You have three (3) or more years of relevant insolvency experience in a target driven environment preferably in a contact centre;
+ You have 2 or more years of experience leading a sales/service team;
+ You have experience with Insolvency Software such as IPS/Ascend, and strong computer literacy including intermediate to advanced skills in Microsoft Outlook, Word & Excel;
+ You are results driven with experience delivering excellent client-centric solutions;
+ Having a combined experience of working in customer service, insolvency and humanity infused sales driven environment are strongly desired;
+ You are available to work varied shifts.
Why Should You Apply?
+ You will be part of a growing and dynamic Insolvency firm with offices in Alberta, British Columbia, and Ontario.
+ We offer on the job training with an opportunity for growth and professional development.
+ We offer a competitive salary with annual performance reviews, incremental increases and the opportunity to earn annual bonus for superior performance.
+ We have great benefits that include wellness days, paid vacation time, and a company matching group saving program.
+ As an eco-friendly company, we support our employees by offering a company paid monthly transit pass.
+ We are passionate about helping individuals Rebuild their Worth!
How Should You Apply?
+ Send us your resume and cover letter through firstname.lastname@example.org.
+ Tell us how your skills align with the minimum requirements of this position.
*We thank you for your interest in Bromwich+Smith. Only those candidates selected for an interview will be contacted.