Team Lead, Customer Support

Mitsubishi HC Capital Canada and its parent company, Mitsubishi HC Capital America, form the largest non-captive, nonbank commercial finance company in North America constantly growing and transforming to contribute to a prosperous and sustainable future, creating social value through optimizing the potential of assets.

Joining Mitsubishi HC Capital Canada means becoming an integral part of an experienced team offering flexible commercial financing solutions adapted to the needs of Canadian businesses.

We stand out thanks to a collaborative culture focused on the well-being of our employees, accountability and career development, open-mindedness, inclusiveness as well as positive leadership in our daily activities

In addition, a sales team specializing in sustainable development and a community action committee allow us to make a significant social and environmental difference.

About
As part of the Customer Service team as a Team Leader, you will be responsible for coordinating the day-to-day activities of your department while ensuring that employees are provided with a work environment that reflects the company's values and optimizes the customer experience.

Essential Responsibilities

• Manage the day-to-day activity within the customer service team and provide support and expertise for team members.
• Support agents in managing calls and emails when response times cannot be met.
• Handle escalations that require the attention of a manager.
• Receive calls and respond to customer queries in case of high volume.
• Make sure to follow the response protocol put in place (call evaluation grid).
• Make sure to maximize all SEO opportunities.
• Participate in the training of new employees of the department.
• Participate in various projects aimed at developing the team and optimizing the department.
• Ensure the sound management of temporary representatives (students) by ensuring, among other things, that their training/coaching needs, conduct their performance evaluations and all other tasks related to the sound management of human resources.
• Take an active part in the management of projects within the department while sharing all optimization ideas to improve the procedures and processes in place.
• Perform any other tasks related to the position.

Management/Supervisory Responsibilities

• 7 Indirect Reports

The Profile We Are Looking For
Knowledge, Skills, and Abilities:

• You are fluent in French and English, both oral and written, in order to serve our clients across Canada.
• You have excellent verbal and written communication skills, and you are able to present information and ideas to different audiences in a clear, strategic and timely manner.
• Your coaching and mentoring skills are essential in this role, as you have the ability to influence others and demonstrate the skills, knowledge, and experience needed to guide your team.
• You demonstrate good organizational skills, taking a proactive approach to managing your priorities.
• You are able to analyze relevant information, distinguish facts from opinions and perspectives, and make effective decisions.

Education And Experience

• At least 3 years of experience in a customer service position.
• College diploma or DVS in insurance (an asset).

Working Hours

• Full-time, 35 hours per week.
• Monday to Friday, between 8:00 AM to 5:00 PM EST depending on business needs.

What We Have To Offer

• Permanent full-time position
• Flexible work environment with the possibility of working in the offices of:
• Burlington, ON
• Laval, QC
• Montréal, QC
• Trois-Rivières
• Vacation and flexible leave as soon as you start with us
• Personal spending account
• Competitive compensation plan including a bonus program
• Group retirement plan including an employer contribution
• Complete group insurance program paid in part by the company
• Several opportunities for professional growth and access to an online training platform
• Wellness program focused on mental, physical, financial and social health
• Employee and family assistance program accessible at all times

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We would like to thank all applicants in advance. Should you be selected for an interview, you will be contacted directly. Mitsubishi HC Capital Canada values diversity and is committed to accessibility. Should you require accommodation due to disability, please notify the Human Resources Recruiter.