Team Leader - Assistance Services (6-month temporary assignment)

Are you a collaborative leader with a passion for coaching, developing people, and driving results? Do you enjoy working in a dynamic environment where no two days are the same? We would love to meet you!

As a Team Leader, Assistance Services, you will provide leadership, guidance, and support to members of your team while overseeing the department's daily operations. You will play a key role in employee coaching, performance management, engagement, and continuous improvement initiatives. Working closely with other leaders and stakeholders, you will help ensure exceptional service delivery while contributing to the achievement of departmental and organizational goals.

• Lead and develop a team of Customer Service Representatives by providing coaching, training, performance feedback, and career development opportunities, while fostering open and ongoing communication;
• Monitor team performance, productivity, and key performance indicators (KPIs), providing regular feedback and recognition while addressing performance concerns when needed;
• Manage escalated claimant situations and collaborate with internal stakeholders to ensure timely and effective resolution;
• Monitor service levels, quality standards, and operational results, taking corrective action when required to achieve departmental objectives;
• Support workforce planning activities, including scheduling, staffing needs, and intraday operational adjustments;
• Partner with the Assistant Director and other leaders to support strategic initiatives, implement process improvements, and contribute to employee engagement and retention
• The successful candidate must be able to work from the Montreal office on a regular basis. (Sherbrooke-based candidates may also be considered.)

• University or college degree preferred; 
• Previous leadership experience preferred;
• 2+ years of Global Excel experience preferred; 
• On-call and shift work may be required; 
• English/French bilingualism is required; 
• Global Excel Assistance Services department systems, processes, workflows;
• Contact center leadership practices;
• Travel insurance underwriting / policy knowledge;
• Global Excel operational knowledge (software & systems, HR processes, payroll/accounting, IT, etc.)
• Strong decision-making skills;
• Excellent communicator;
• Ability to multi-task and manage competing priorities;
• Ability to coach and lead in a team environment;
• Ability to escalate and/or collaborate when needed.

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.