Team Leader, Customer Service

1 month ago

Quebec City, Canada Jovaco Full time

Permanent | Full-time | Immediate

**Why JOVACO?**:
By working at JOVACO, you will enjoy:

- A stimulating and friendly work environment, where teamwork is at the heart of our day
- Motivating challenges that allow you to use your creativity and fulfill your ambitions
- The chance to work for a company certified by Flow that offers flexible schedules and work conditions
- The option to work from home, our office, or both
- A lively social life thanks to our Social Club
- Group insurance available from your first day and a group RRSP with employer contribution
- Discounts available for physical activities and sports, and access to our Employee Assistance Program to support your physical and mental health
- Beautiful offices easily accessible by car and public transportation and located near stores and restaurants, with parking provided
- And more

**About the role**:
The Customer Service Team Leader works closely with the Customer Experience Director, overseeing the team of customer service consultants. They are responsible for client satisfaction by ensuring exceptional service in resolving support cases. They make sure requests are responded to and handled quickly, delivering excellent customer service by addressing requests in a timely manner based on severity and escalating cases as needed. They also oversee the team’s operational management and talent development.

**Responsibilities**:

- LMA - Set objectives, conduct quarterly reviews and assessments, and support professional development;
- Ensure team members follow established processes;
- Ensure adherence to customer service quality standards;
- Plan and manage team capacity;
- Prioritize tasks with employees;
- Adhere to response time requirements;
- Manage urgent requests;
- Escalate requests according to the required support level (N1, N2, N3);
- Ensure resolutions are well-documented and contribute to the knowledge base when possible;
- Motivate the team;
- Ensure continuous improvement of operational practices;
- Maintain client relationships, monitor, and follow up on accounts;
- Onboard new hires and organize mentorship management;
- Plan non-project activities for team members (rocks, self-training, etc.).

**Qualifications and skills**:
**EDUCATION**
- College diploma (DEC) in computer science/IT support or any other relevant diploma.
- _**EXPERIENCE**
- 2 to 5 years of experience in IT solutions support;
- 2 to 5 years of experience in customer service;
- 1 to 2 years of experience in coaching/staff management.

**SKILLS**
- Demonstrate behaviors aligned with JOVACO’s values: Authenticity, Humanism, Reliability, Know-How;
- Excellent ability to exercise positive influence and leadership;
- Strong interpersonal skills;
- Ability to manage multiple tasks simultaneously (prioritization) and work effectively under pressure;
- Client-oriented;
- Solution-focused at all times;
- Skilled in listening, guiding, and developing talent;
- Strong analytical skills and a desire for self-learning;
- Excellent verbal and written communication skills (French and English).

**About us**:

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