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summary

    job details
    Are you looking for a new challenge as a team leader?
    You are looking for a job hybrid with an office in the heart of downtown Montreal

    We are looking for a Team Leader. As a Team Leader you will be under the supervision of the Operations Manager, you will participate in the day-to-day management of the team to ensure that objectives are met and customer satisfaction is maintained. You will be mainly in charge of supervising, developing and mobilizing the roadside assistance agents

    Team Leader
    Hybrid
    Permanent position - full time 37.5h/week
    Location : 5 minutes from McGill metro
    Schedule : Shift between 7am and 10pm with the Team Leaders, with a minimum of one day per weekend


    Advantages
    Benefits offered:

    - 4 weeks vacation per year
    - Additional holidays: National Day of Truth and Reconciliation etc.
    - Paid day off for your birthday
    - Free group insurance
    - RRSP with employer contribution
    - Employee Assistance Program
    - Seniority bonus
    - Company events: Christmas party, 5@7, volunteer week, games, contests, employee recognition day, etc.

    Responsibilities
    Daily duties will be :

    - Coach team members on a daily basis and contribute to agent development.
    - Coordinate team activities to ensure SLAs are met, identify performance gaps and implement action plans for continuous improvement and goal achievement,
    - Provide feedback to agents on call quality,
    - Respond to customer complaints (escalations) and inquiries in an efficient and professional manner, reflecting standards
    - Participate in the communication and application of procedures and updating of documentation,
    - Maintain a positive, open and dynamic work environment while keeping the team motivated and productive,
    - Mobilize employees to achieve their individual goals and support them in their professional development
    professional development,
    - Ensure compliance with internal standards and policies,
    - All other related tasks.

    Qualifications
    Skills sought:

    - Significant customer service experience in a call center environment,
    - Knowledge of roadside assistance (important asset);
    - Post-secondary diploma,
    - Bilingual (English, French, spoken and written);
    - Solution oriented with excellent situational awareness and strong problem solving skills,
    - Proactive and autonomous with the ability to manage multiple tasks at the same time (multi-tasking);
    - Strong customer orientation (listening, empathy, patience);
    - Excellent communication skills (written/oral) and good interpersonal skills;
    - Strong team player;
    - Computer skills.


    Summary
    If you are interested in this position, please send us your updated resume to lea.murray@randstad.ca with the subject line; Team Lead
    We look forward to meeting you

    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.
    Are you looking for a new challenge as a team leader?
    You are looking for a job hybrid with an office in the heart of downtown Montreal

    We are looking for a Team Leader. As a Team Leader you will be under the supervision of the Operations Manager, you will participate in the day-to-day management of the team to ensure that objectives are met and customer satisfaction is maintained. You will be mainly in charge of supervising, developing and mobilizing the roadside assistance agents

    Team Leader
    Hybrid
    Permanent position - full time 37.5h/week
    Location : 5 minutes from McGill metro
    Schedule : Shift between 7am and 10pm with the Team Leaders, with a minimum of one day per weekend


    Advantages
    Benefits offered:

    - 4 weeks vacation per year
    - Additional holidays: National Day of Truth and Reconciliation etc.
    - Paid day off for your birthday
    - Free group insurance
    - RRSP with employer contribution
    - Employee Assistance Program
    - Seniority bonus
    - Company events: Christmas party, 5@7, volunteer week, games, contests, employee recognition day, etc.

    Responsibilities
    Daily duties will be :

    - Coach team members on a daily basis and contribute to agent development.
    - Coordinate team activities to ensure SLAs are met, identify performance gaps and implement action plans for continuous improvement and goal achievement,
    - Provide feedback to agents on call quality,
    - Respond to customer complaints (escalations) and inquiries in an efficient and professional manner, reflecting standards
    - Participate in the communication and application of procedures and updating of documentation,
    - Maintain a positive, open and dynamic work environment while keeping the team motivated and productive,
    - Mobilize employees to achieve their individual goals and support them in their professional development
    professional development,
    - Ensure compliance with internal standards and policies,
    - All other related tasks.

    Qualifications
    Skills sought:

    - Significant customer service experience in a call center environment,
    - Knowledge of roadside assistance (important asset);
    - Post-secondary diploma,
    - Bilingual (English, French, spoken and written);
    - Solution oriented with excellent situational awareness and strong problem solving skills,
    - Proactive and autonomous with the ability to manage multiple tasks at the same time (multi-tasking);
    - Strong customer orientation (listening, empathy, patience);
    - Excellent communication skills (written/oral) and good interpersonal skills;
    - Strong team player;
    - Computer skills.


    Summary
    If you are interested in this position, please send us your updated resume to lea.murray@randstad.ca with the subject line; Team Lead
    We look forward to meeting you

    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.