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Program Lead – Client Services, Team Leadership
Engaged HR Inc.Program Lead managing teams and client relationships for Canada Homestay Network, fostering positive relationships and overseeing homestay programs.
About the role
Key responsibilities & impact- Uphold the highest level of Customer Service by being flexible, attentive, reliable and responsive with all partners and customers
- Invest in developing effective working relationships with clients, and agents, and work collaboratively with the National Operations Lead to address complex or sensitive partner issues
- Provide direct supervision, mentorship, and performance oversight for Relationship Managers
- Conduct regular check-ins and 1:1s to monitor individual performance, offer coaching, and support professional development
- Proactively address employee engagement concerns, escalating to the National Operations Lead where appropriate
- Document all relevant aspects of decisions, communications, and interactions in a timely way
- Maintain data integrity in all of our organization databases
- Participating in various departmental meeting
- Travel from time to time.
Requirements
What you’ll need- Three or more years of Customer Service experience
- Five or more years working with international students
- One or more years of Leadership experience
- Post-Secondary Education (College Diploma or Bachelors Degree) in International Studies, Social Sciences, or another related program
- Innate ability to work independently in an autonomous, flexible, and virtual office environment
- Exceptional Customer Service skills
- Excellent Word, Excel, Email, and Database skills
- Strong verbal and written English communication
- French is an asset for positions assigned to Quebec and parts of Ontario.
Benefits
Comp & perks- CHN is a Living Wage certified employer
- Fair compensation packages based on geographic differentials
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer ServiceLeadershipData integrityPerformance oversightCoachingProfessional developmentDatabase managementWordExcelEmail
Soft Skills
FlexibilityAttentivenessReliabilityResponsivenessRelationship buildingMentorshipEmployee engagementCommunicationAutonomyCollaboration
Certifications
Post-Secondary EducationCollege DiplomaBachelor's Degree