Customer Service Team Lead

Are you a leader passionate about talent development and optimizing the customer experience? Do you have the knack for mobilizing a team, establishing a performance culture, and building strong relationships? An innovative technology company invites you to take the lead of our Customer Service department as a Group Leader.

A Quebec-based enterprise, this organization is a pioneer in the field of road vehicle simulation. From design to manufacturing, including software development and after-sales service, everything is carried out in our offices located in the Greater Montreal Area. Our multidisciplinary team is united by passion, rigor, and the drive to push boundaries.

Advantages

We offer a stimulating, collaborative, and stress-free work environment, fostering a family-like atmosphere.

You will benefit from numerous opportunities for continuous professional development.

Our compensation is competitive and comes with a highly attractive benefits package:

- Comprehensive group insurance.

- Group RRSP program.

- Vacation time based on experience.

- Paid days off during the holiday season.

- Easy access by public transit and private parking available.

Responsibilities

- Team and Performance Management: Coaching, motivating, and developing a team of representatives, while ensuring proactive and optimal management of schedules, tasks, and priorities.

- Data-Driven Leadership: Monitoring service performance using key indicators (such as satisfaction and resolution rate) and designing and implementing continuous improvement plans.

- Team Culture: Fostering open communication, a healthy collaborative environment, and a culture of constructive feedback within the team.

- Talent Development: Taking full responsibility for the training, integration, and continuous professional development of your team members.

- Expert Resolution: Managing the most complex customer situations and requests with agility and professionalism, while ensuring seamless coordination with relevant internal departments.

- Strategic Communication: Developing and presenting clear, strategic reports detailing the service's key results, performance and initiatives.

- Process Optimization: Actively contributing to the evolution and improvement of internal processes to elevate the overall customer experience.

Qualifications

- Education: University degree (BAC) or college diploma (DEC) in a relevant field (IT, Customer Service, Administration) or equivalent professional experience.

- Management Experience: Minimum of two (2) years of confirmed experience in team management, ideally within a customer service or Information Technology (IT) support context.

- Languages (Essential): Bilingualism (French and English), both spoken and written. This mastery is essential to ensure fluid and professional communication with our clientele and partners located across Canada and the United States.

- Leadership Skills: Mobilizing leadership, excellent abilities in communication, coaching, and conflict resolution.

- Organization: Strong sense of organization, pronounced customer orientation, and demonstrated ability to effectively manage multiple priorities in a growing environment.

- Technical Assets: Experience or basic knowledge in project management, technology, electronics, or mechanics, as well as familiarity with simulation equipment, are considered major assets.

Summary

We invite qualified and motivated candidates for the Group Leader, Customer Service role in Montreal to submit their CV confidentially to Pierce Ashton‑Kane at the following address: pierce.ashton-kane@randstad.ca.

Referral Program: An attractive bonus is offered for any referral leading to a successful hire. We encourage you to share this opportunity with experienced colleagues who match this sought‑after profile of stability and long-term commitment.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity‑seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non‑binary/gender non‑conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.

#J-18808-Ljbffr