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Customer Service, Team Lead

3 weeks ago

Drummondville, Canada L'Union-Vie, Compagnie Mutuelle D'Assurance Full time

**Summary**

**Main Responsibilities**

 Act as a mentor to agents, training and guiding them to improve their skills;
 Act as a point of contact for the team to assist them in the analysis of more complex files;
 Ensure the call quality of the Call Center team by carrying out audits regularly;
 Create continuous training plans;
 Take part in the basic training of new employees;
 Organize and lead monthly team meetings;
 Manage the team’s schedule;
 Approve vacation requests and working hours for the payroll department;
 Contribute to the annual evaluation process;
 Produce and analyze reports and performance indicators demonstrating call center performance;
 Support the Manager in performance evaluations to set team and individual objectives, including audit reports and performance indicators;
 Support the Manager in the implementation and improvement of customer service processes;
 Collaborate with the Manager in the conception and implementation of work methods;
 Participate in change management initiatives (technology, new insurance products);
 Perform other duties as assigned.

**Academic Training**

 Possess a college degree in administration or any other relevant degree;
 Hold a license in financial security for life and health insurance, Certificate of Competency or Certificate of Proficiency or Certificate of Qualification or Certificate of Competency and must be a member of the Chambre de la sécurité financière.

**Experience**

 Have a minimum of 5 years of experience in a similar role;
 Have a minimum of 3 years of experience as a financial security advisor, life and health insurance.

**Skills and Competencies Required**

 Bilingualism (English and French), both verbally and in writing;
 Have excellent oral and written communication skills;
 Possess strong communication and customer relations skills;
 Respect the confidentiality of work-related information;
 Have team management skills;
 Have an aptitude for resolving interpersonal conflicts;
 Display tact and interpersonal skills when interacting with customers;
 Have strong organizational skills;
 Be resourceful;
 Be flexible, tolerant of change and able to work under pressure;
 Have analytical and synthesizing skills;
 Possess strong learning skills and be result oriented;
 Be versatile, rigorous, autonomous and have team spirit;
 Possess excellent knowledge of Microsoft Office software and computer skills;
 Intervene appropriately to solve problems within their area of expertise.