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Senior AI Solutions Lead
Systematix
Regina, SK
- Contract
Systematix is currently seeking a Senior AI Solutions Lead for our client, a major provincial energy utility organization, to lead the design, development, implementation and ongoing…
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Revenue Operations Manager – Partner & Channel Operations
Quadient
Markham, ON
- $90,000 to $100,000 CAD / year
- Full-time
…skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical…
Added just now
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Manager, Human Resources
Maple Leaf Foods Inc
Mississauga, ON
- $96,000 to $141,000 CAD / year
- Part-time
HR Leadership & Strategy: Lead and oversee all human resources activities at the plant, ensuring effective HR service delivery, operational excellence, and continuous improvement of HR…
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Account Executive, Technical Services
Plan Group Inc.
Vaughan, ON
- Full-time
Added just now
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Health And Safety Consultant
Waypoint Centre for Mental Health Care
Penetanguishene, ON
- Temporary
Lead or support incident investigations, as appropriate, analyze injury and WSIB trends, identify hazards, and recommend corrective actions.
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Store Manager
FOUR20
Canmore, AB
- $46,500 to $60,000 CAD / year
- Full-time
…performance, customer experience, safety and compliance. You lead by example in line with FOUR20 values, always protecting the interests of the company, the team and the…
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Associate Lawyer
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Maple Ridge, BC
- Full-time
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Perception Engineer
BHF Robotics
Markham, ON
- Full-time
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Branch Operations Manager
Sherwin-Williams
Sudbury, ON
Added 15 mins ago
TB
Store Lead
Tailored Brands
Oakville, ON
- Full-time
As a Store Lead, you will partner with your Store Manager to support store team members to achieve sales performance expectations through active coaching, development of a team selling…
Added 15 mins ago
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Project Manager
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Edmonton, AB
- Full-time
…Instrumentation discipline, sound engineering judgment and the ability to lead technical interfaces, resolve complex project issues and guide multidisciplinary teams through the project…
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Director of Marketing Strategy, Manulife Bank
Manulife
Toronto, ON · Waterloo, ON · Montreal, QC · Halifax, NS
- Full-time
The Director of Marketing Strategy, Manulife Bank will lead a team of marketing strategists responsible for developing and executing go-to-market strategies for Manulife Bank initiatives.…
Added 15 mins ago
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DCN Connectivity Engineer
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Calgary, AB
- Full-time
Demonstrated experience serving as a technical lead, subject matter expert, or field authority on large-scale construction or mission-critical infrastructure projects.
Added 30 mins ago
SM
RQ11731 – Business Analyst – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a highly experienced Senior Business Analyst to lead business analysis activities for large-scale digital initiatives, enterprise platform features, integrations, and the…
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RQ11845 – Software Developer – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
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RQ11734 – Business Analyst – Senior (Onsite)
S M Software Solutions Inc
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- Internship
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Added 30 mins ago
TR
Vice-président(e) exécutif(ve) (VPE)
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ON · Ontario, Canada
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SM
RQ11735 – Business Analyst – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
…training and operating models. The successful candidate will lead requirements gathering, facilitate workshops, document current-state and future-state processes, assess business impacts…
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TC
Senior Quality Assurance Manager – Food Manufacturing
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RQ11741 – Product Manager – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
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We are seeking a highly experienced Senior Product Manager to lead product strategy, roadmap development, prioritization, and product decisions for an enterprise platform supporting…
Added 44 mins ago
S&
EHV Transmission Line Engineering Consultant 2 - Grid
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This position will offer you the opportunity to manage and/or lead engineering teams through the execution of EHV transmission line projects. This role will actively lead and manage…
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Senior Product Manager - Lifecycle & Growth (Apex Legends)
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…opportunity to create groundbreaking games with some of the best developer talent in the…
Added 59 mins ago
QT
Project Coordinator Lead (Drone Operations Department)
QEA Tech
Toronto, ON · Greater Toronto Area, Canada
- Full-time
This isn’t a desk-bound project coordination role. As the Project Lead, Drone Operations at QEA Tech, you’ll manage missions, pilots, equipment, and client site logistics across multiple…
Added 59 mins ago
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Building Science Lead
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Toronto, ON · Greater Toronto Area, Canada
- Full-time
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Global Excel Management Inc.

Team Leader - Assistance Services- EN

Sherbrooke, QC, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Dec 9, 2026
Experience: A minimum of 2 years of leadership experience is required.
Posting language: English
Posted: Nov 9, 2026

Original job description

Job Description

Are you a collaborative leader with a passion for coaching, developing people, and driving results? Do you enjoy working in a dynamic environment where no two days are the same? We would love to meet you!

As a Team Leader, Assistance Services, you will provide leadership, guidance, and support to members of your team while overseeing the department's daily operations. You will play a key role in employee coaching, performance management, engagement, and continuous improvement initiatives. Working closely with other leaders and stakeholders, you will help ensure exceptional service delivery while contributing to the achievement of departmental and organizational goals.

What does your typical day look like?

Lead and develop a team of Customer Service Representatives by providing coaching, training, performance feedback, and career development opportunities, while fostering open and ongoing communication;
Monitor team performance, productivity, and key performance indicators (KPIs), providing regular feedback and recognition while addressing performance concerns when needed;
Manage escalated claimant situations and collaborate with internal stakeholders to ensure timely and effective resolution;
Monitor service levels, quality standards, and operational results, taking corrective action when required to achieve departmental objectives;
Support workforce planning activities, including scheduling, staffing needs, and intraday operational adjustments;
Partner with the Assistant Director and other leaders to support strategic initiatives, implement process improvements, and contribute to employee engagement and retention;
The successful candidate must be able to work from the Montreal office on a regular basis. (Sherbrooke-based candidates may also be considered.)

What skills and experience are we looking for?

University or college degree preferred;
A minimum of 2 years of leadership experience is required.
2+ years of Global Excel experience preferred;
On-call and shift work may be required;
English/French bilingualism is required;
Global Excel Assistance Services department systems, processes, workflows;
Contact center leadership practices;
Travel insurance underwriting / policy knowledge;
Global Excel operational knowledge (software & systems, HR processes, payroll/accounting, IT, etc.)
Strong decision-making skills;
Excellent communicator;
Ability to multi-task and manage competing priorities;
Ability to coach and lead in a team environment;
Ability to escalate and/or collaborate when needed.

When You Apply

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.

We offer you

Global Excel offers more than a position;
We offer a competitive compensation package that includes a base salary, performance bonus and an extensive benefits package;
A professional future with opportunities for development, growth, and advancement; RRSP Match program;
Financial assistance to employees who wish to continue their education;
Work/life balance, health and wellness initiatives including an excellent EAP program;
Employee engagement programs that focus on fitness, food, and fun.

Apply About employer

More about this job

Responsibilities

Lead and develop Customer Service Representatives through coaching, training, performance feedback, and career development while monitoring KPIs, service levels, quality, and operational results. Manage escalated claimant situations, support workforce planning, and collaborate with leaders and stakeholders on strategic initiatives, process improvements, and employee engagement.

Requirements

A university or college degree is preferred, and at least two years of leadership experience is required; two or more years of Global Excel experience is preferred. Candidates need strong communication, decision-making, coaching, multitasking, and collaboration skills, along with relevant assistance-services and contact-center knowledge; English and French bilingualism is required, and on-call or shift work may be necessary.

Skills

Team Leadership
Coaching
Employee Development
Performance Management
Customer Service
KPI Monitoring
Escalation Management
Workforce Planning
Scheduling
Operational Management
Process Improvement
Decision-Making
Communication
Multitasking
Stakeholder Collaboration
Employee Engagement

Benefits

Performance Bonus
Benefits Package
Retirement Savings Plan Matching
Education Assistance
Employee Assistance Program
Health and Wellness Initiatives
Employee Engagement Programs

Visa sponsorship

Not detected in the job text

Keywords

Assistance Services
Customer Service Representatives
Contact Center
Travel Insurance
Insurance Underwriting
Policy Knowledge
Global Excel Systems
Operational Workflows
Performance Management
Key Performance Indicators
Service Levels
Quality Standards
Workforce Planning
Scheduling
Intraday Adjustments
Escalation Management
Process Improvement
Employee Engagement
Employee Retention
Performance Feedback
Career Development
Stakeholder Collaboration
Bilingualism
Payroll
Accounting
Human Resources
Information Technology

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