Team Leader - Assistance Services (6-Month Temporary Assignment)

About the role

Global Excel Management is hiring a Team Leader for its Assistance Services department for a 6-month temporary assignment in Montreal, Quebec. The role provides leadership, guidance and support to the team while overseeing daily operations, with a focus on coaching, performance management, engagement and continuous improvement. Candidates must be able to work regularly from the Montreal office; Sherbrooke-based candidates may also be considered.

Key responsibilities

• Lead and develop a team of Customer Service Representatives through coaching, training, performance feedback and career development.
• Monitor team performance, productivity and KPIs, giving regular feedback and recognition and addressing performance concerns.
• Manage escalated claimant situations and work with internal stakeholders to resolve them promptly.
• Monitor service levels, quality standards and operational results, taking corrective action when needed.
• Support workforce planning, including scheduling, staffing needs and intraday adjustments.
• Partner with the Assistant Director and other leaders on strategic initiatives, process improvements and employee engagement and retention.

Required profile

• University or college degree preferred.
• Previous leadership experience preferred.
• 2+ years of Global Excel experience preferred.
• English/French bilingualism is required.
• On-call and shift work may be required.

Required skills

• Knowledge of Global Excel Assistance Services systems, processes and workflows.
• Contact center leadership practices.
• Travel insurance underwriting / policy knowledge.
• Knowledge of Global Excel operations (software and systems, HR processes, payroll/accounting, IT).
• Strong decision-making, communication and multitasking abilities, and ability to coach and lead a team.

What we offer

• Competitive compensation with base salary, performance bonus and an extensive benefits package.
• RRSP match program.
• Financial assistance for continuing education.
• Health and wellness initiatives, including an EAP program.
• Employee engagement programs focused on fitness, food and fun.