Operational Banking Lead

Position Description:

Job Summary
The supervisor'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.
Job Responsibilities

. Responsible and accountable for supervision and oversight of the CGI call center agents (approx. 1:15 ratio).
. 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.
. Maximi...