Team Leader - Account Management

Mississauga, ON
$57,860-78,110 per year
Permanent
Full-time

29 days ago

Team Lead, Account ManagementLocation: Mississauga, CanadaRole OverviewThe Hudson Energy Account Management, Team Lead is responsible for leading the regional Account Management team to deliver a high-quality customer experience and achieve key performance metrics. This role focuses on people leadership, performance management, and continuous improvement to meaningfully differentiate the Hudson customer experience.Key Responsibilities

Lead and manage a team of 8–12 Account Managers with full accountability for daily operations and performance
Coach, develop, and onboard team members to ensure consistent service excellence
Monitor individual and team performance using KPIs (AHT, SLA, CSAT, QA scores, adherence, productivity)
Conduct call monitoring and provide structured feedback
Identify performance gaps and implement improvement plans
Ensure team meets or exceeds service level targets
Provide guidance on complex customer issues and manage escalations effectively along with regulatory/ legal complaints
Handle escalations and support live calls and emails to maintain SLAs and customer satisfaction.
Approve service requests within delegated authority and mentor team decision-making
Leverage Voice of Customer insights to identify and implement improvement opportunities
Collaborate with peers and leadership on continuous improvement and best-practice initiatives

Qualifications

Minimum 5 Years people leadership experience: business customer experience preferred
Experience delivering high-touch customer service across multiple channels
Working knowledge of customer service tools, systems, and operations
Strong coaching, communication, and problem-solving skills
Strategic thinker with strong execution, organization, and accountability

Compensation (Canada): $57,860 - $78,110 CAD. *This range reflects base pay only. This role is eligible for the Sales Bonus Plan with average annual earnings of $19,000 CAD.Disclosures:Just Energy is committed to fostering an inclusive and accessible work environment. We value diversity and do not discriminate on the bases of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, or any other grounds protected by the Ontario Human Rights Code.This posting is for an existing vacancy. Just Energy does not use Artificial Intelligence to screen, assess, or select applicants for this position.About Just Energy GroupJust Energy Group is a leading energy company offering green energy, retail and commercial energy, and home services solutions across the U.S. and Canada. Our brands include Hudson Energy, Amigo Energy, Commerce Energy, Green Star Energy, Just Energy, and Tara Energy. We are guided by our values of integrity, innovation, customer-centricity, responsibility, enrichment, and excellence.

Just Energy

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