Team Leader - Assistance Services- EN

Sherbrooke, QC, Canada

Full-time

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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.

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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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