Team Lead, Customer Service Center

Reporting to the Simons Customer Service Center management, the Team Lead supports advisor development and performance, oversees day-to-day operations, and ensures a customer experience that reflects openness, empathy, and dedication. 

Key Responsibilities 

Onboarding and Training

•  Participate in onboarding new agents.
• Train, coach, and support agents’ ongoing development. 
• Develop and update training materials and resources. 
• Lead workshops and working sessions to encourage collaboration and continuous improvement. 

Daily Tasks

• Plan and coordinate the team’s daily tasks and projects according to established priorities.
• Provide daily support to agents (Edmonton and Quebec) by ensuring the prompt resolution of technical and customer-related issues.
• Facilitate effective communication between shifts, sharing key updates during morning meetings.
• Promote service excellence by fostering empathetic, appropriate, and consistent responses aligned with Simons company standards.
• Participate in operational activities as required. 

Management Support 

• Assist with organizing and leading team meetings.
• Help prepare schedules and enforce policies.
• Follow up with agents on issues and suggest solutions. 
• Keep management updated on personnel and operational matters. 

Desired Profile

• Embody the Simons attitude and act as a brand ambassador.
• Collaborative and positive leadership, fostering team engagement.
• Proven ability to adapt to change and take initiative.
• Strong customer service and problem-solving skills.
• Ability to manage multiple priorities in a dynamic, technology-driven environment.
• Excellent organizational skills and thoroughness in following up on responsibilities.
• Strong interpersonal and written communication skills.
• Bilingualism in French and English (spoken and written) is an asset. 

Benefits available 

• Telemedicine service and employee and family assistance program. 
• Group insurance plan and pension plan (RRSP). 
• 40% discount on your Simons purchases.