Corporate Banking Relationship Agent Lead

Position Description:

The operation lead's role is pivotal in building a solid team and shaping members' behaviors to accomplish desired results. This key responsibility underscores the supervisor's value and integral role in the team's success. They will also play a collaborative role in growing and implementing standards and processes and investigating and solving product and service complaints as part of overall service delivery.

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Your future duties and responsibilities:

- Responsible and accountable for supervision and oversight of the retail agents.
- Act as the primary point of contact for CGI's first level of escalations support.
- Oversee the day-to-day operation in the call center to ensure service excellence.
- Lead and enforce organization-wide customer service initiatives and standards.
- Review and coach the team on calls and customer interactions to achieve high service levels.
- Maxi...