Business Client Advice Centre - Agent Team Leader – Bilingual

Location: Toronto, Ontario, Canada; hybrid work with occasional on-site attendance. Employees must be able to attend their primary work location within two hours' notice for business-related purposes. The role requires flexible rotating hours during Monday–Friday, 8:00 AM–8:00 PM ET, and Saturday, 10:00 AM–6:00 PM ET.

Company

A relationship-oriented bank supporting entrepreneurs and business owners with advice, service, and business banking solutions.

What you will do

• Lead, coach, and support a team of 10–12 inbound business banking agents.
• Oversee daily contact centre operations, workflow priorities, and established service processes.
• Monitor operational metrics and call quality while providing timely performance feedback.
• Ensure client calls are handled professionally and requests are triaged effectively.
• Handle escalations, resolve service challenges, and identify opportunities to improve team effectiveness.
• Collaborate with Business Banking leaders and internal teams on service issues and continuous improvement.

Requirements

• Experience in contact centre operations, employee coaching, customer service, operational metrics, and call quality oversight.
• Strong critical thinking, problem-solving, relationship-building, and decision-making skills.
• Fluent French and English to serve clients in the community.
• Legal eligibility to work in Canada and, where applicable, a valid work or study permit.
• Ability to work independently from a secure room or office with a closing door and a wired internet connection supporting at least 15 Mbps download and 10 Mbps upload.
• Ability to work flexible rotating hours and attend the primary work location within two hours' notice when required.

Culture & Benefits

• Competitive salary, incentive pay, banking benefits, and a benefits program.
• Defined benefit pension plan and employee share purchase plan.
• Vacation offering, wellbeing support, and a points-based employee recognition program.
• Employee development opportunities, including a paid Purpose Day.
• Inclusive workplace with accessible candidate support and a technology toolkit for collaboration.

Hiring process

• Applicants may complete an attribute-based assessment and skills tests, including a French proficiency assessment.
• Artificial intelligence tools may be used during recruitment.