Bilingual ScotiaHelps Team Lead, Front End (English/French)
About this role
About the Role The Team Lead, ScotiaHelps FE is responsible for leading, coaching and developing a team of ScotiaHelps FE Advisors to deliver best-in-class customer service and performance while safeguarding the Bank and its customers. The role emphasizes first-contact resolution, development of advisors, and collaboration with partners to protect the Bank's interests. What You'll Do
- Develop a high-performing team of ScotiaHelps FE Advisors with sound problem resolution, delivering solutions for customers and focusing on first-contact resolution.
- Provide feedback and coaching during live call observations, side-by-side coaching, group coaching, skill building and lesson plans.
- Conduct one-on-one coaching with ScotiaHelps FE Advisors to recognize success, remove obstacles and set focus for continued knowledge, efficiency and quality improvements.
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