Team Leader

2 weeks ago

Laval, Canada Westgate Managing Capital. Full time

**Position Overview**:
The Agent Team Leader will lead a team of agents in efficiently managing their time and meeting or exceeding essential KPIs. This role requires overseeing file processing rates and providing guidance and support to agents while collaborating with other departments to uphold quality standards and meet business goals.

**Key Responsibilities**:
**Leadership**:

- Lead, mentor, and inspire a team of agents to achieve both individual and team targets.
- Provide consistent coaching, feedback, and performance assessments to promote professional growth and productivity.

**Performance Management**:

- Supervise the team’s daily performance, ensuring timely processing of files or tasks per hour.
- Ensure strict adherence to company policies, procedures, and regulatory requirements.
- Monitor KPIs and address performance gaps with strategies that encourage continuous improvement.

**Analysis and Strategy**:

- Utilize advanced analytical skills to identify improvement areas in file processing rates and develop strategic plans to enhance team efficiency.
- Implement processes and initiatives to drive agents toward reaching or exceeding KPIs while maintaining quality standards.

**Quality Assurance**:

- Ensure the accuracy and completeness of files or reports processed by agents.
- Conduct periodic audits to identify areas of improvement and implement corrective measures.

**Training and Development**:

- Develop and implement training programs to strengthen agents’ skills in time management and productivity.
- Stay updated on industry best practices and integrate them into training sessions for agents.

**Stakeholder Communication**:

- Regularly communicate updates to senior management regarding agent activities, performance metrics, and strategies.
- Foster a collaborative work environment that supports agent growth and success.

**Day-to-Day Operations**:

- Oversee daily operations, including break schedules, lunch breaks, and time-off allocation.
- Adjust staffing based on workflow demands to maximize efficiency.

**Qualifications**:

- Minimum of 3 years of experience in a leadership role within a fast-paced, KPI-driven environment, with a strong focus on operational efficiency and team management.
- Strong analytical skills and attention to detail, with a proven ability to evaluate productivity data and make informed decisions.
- Exceptional communication and interpersonal skills to lead and inspire a diverse team.
- Full-time position.

**Job Types**: Full-time, Permanent

Pay: $19.00-$23.00 per hour

Expected hours: 37.5 per week

**Benefits**:

- Flexible schedule
- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

Supplemental pay types:

- Bonus pay

Work Location: In person

Expected start date: 2024-05-31

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