Customer Service, Team Lead
2 weeks ago
**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.
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