Bilingual Call Center Team Lead

**Who We Are**
Centurion Asset Management Inc. is a recognized leader in the Investment and Property Management industries. Providing quality investments and housing for all its clients, our experienced team comprised of more than 280 Employees is a core component of Centurion’s success since 2003. Centurion Apartment Real Estate Investment Trust (“REIT”) owns more than 22,000 multi-family apartment units and student housing beds across 28 cities in Canada and the United States. Since day one, our goal has been to provide Residents and their families with clean, safe, and comfortable homes. The REIT provides investors an opportunity to invest in a diversified portfolio of rental apartments and student housing properties, as well as mortgage and equity investments in property developments, across Canada and the United States and participate in the profits derived from them. Centurion Financial Trust (“CFiT”) is an income and growth-oriented trust that invests in a diversified portfolio of debt investments that include but are not limited to mortgages, opportunistic real estate developments, and corporate debt. Investors pool their funds to invest in mortgage and growth-oriented credit opportunities and participate in the yields from interest income and net profit from equity.
**Our Mission**
Our mission is to be sought after as a leading-edge, reputable, multi-disciplinary alternative asset manager;
to capitalize on opportunities in new and interesting investment strategies that meet our mission to Investors;
and to embrace change, experimentation, innovation and learning from failure to make continual improvements that drive our success and keep us ahead of our competitors.
**Our Values**
Our core values can be summarized by the acronym RISE:
Respect for our Investors, our Residents, Co-workers, Partners and Communities;
Integrity in everythingwe do, demonstrating sincerity, honesty and the will to do it right;
Simplicity free of pretension and hassle, full of value and common sense;
and Excellence in offering all our Clients and Partners exceptional products and services quality, as well as providing our Employees with an excellent workplace.
**Why Employees Want to Work with Us**
We provide an inclusive environment where all employees are valued and supported. Over the years, we developed a work culture where the potential of every employee is maximized, and everyone has equal opportunities for growth. For certain roles, we offer numerous employee perks, including:
Competitive Total Rewards Packages;
Comprehensive Benefits Plan including Medical, Dental, and Vision Care;
Flexible Work Week Schedules;
Vacation Policy based on Length of Service;
Summer and Holiday Hours Programs;
Centurion Learning Academy;
Opportunities for Growth;
Education ReimbursementPolicy;
Mentoring Program;
Employee Referral Program;
Ergonomic Workstations Equipped with Standing Desks;
Discounted Gym Membership;
Company-wide Internal Communication Platforms;
Employee Volunteer Opportunities;
Quarterly Townhall Meetings and Social Gatherings;
Employee Innovation Program;
and Corporate Discount Card.
**Overview**
Reporting to the Senior Manager of Call Centre Operations, the Bilingual Call Centre Team Leader is responsible for supporting the Call Center agents on day-to-day responsibilities and ensure the highest standard of service is provided to current and prospective residents.
The Bilingual Call Centre Team Leader is accountable for the professional operation of the department including ensuring that the preservation of communication with current and prospective Residents is in accordance with the established customer service standards of Centurion Asset Management | Centurion Property Associates.
**Responsibilities**
**Relationship Development**
Develop and foster positive relationships with internal and external stakeholders. Ensure proactive timely resolution of all prospective and current Resident inquiries.
**Customer Service**
Professionally and courteously handle all prospective and current Resident inquiries, feedback, complaints or concerns. Ensure a high level of professionalism is achieved through constant and consistent attention to Centurion’s Vision, Mission, and Values. Promote a strong sense of community.
**Ongoing Operations**
Provide monthly coaching for all agents to ensure pre-determined KPI’s are met, identifying successful techniques and possible areas of improvement through Centurion’s quality assurance program and addressing performance issues as required.
Complete scheduling for the department monthly while accounting for vacation time to ensure effective coverage and maintain PCA requirements. Ensure that the schedule is properly communicated to Employees and related stakeholders. Prepare and distribute weekly department performance report based on pre-determined metrics along with any reporting requirements as requested by CCC Senior Manager.
**Requirements**:
- Min