TL of Global Care International Operations- EN - #438402

Job Description

Are you a people person with a knack for leadership? Are you interested in working in a multilingual and friendly environment that encourages personal and professional development? We would love to meet you!

As a Team leader in Global Care International Operations, you will lead assigned team to ensure the appropriate structure is in place to provide an excellent customer experience to our corporate clients as well as the insured members through active case handling, concierge service requests, member assistance requests, and/or medical reviews.

Furthermore, to ensure a highly productive environment and instill a performance-based culture, the Team leader must properly staff, instruct, lead, model, motivate, coach, develop, analyze and organize.

What does your typical day look like?

• Develop employees through training, coaching, motivation, evaluation and clear communication of expectations on a regular basis.
• Deliver consequences to employees who are not delivering the desired results in a timely fashion.
• Tie individual goals and tasks to the department's objectives to ensure employees view their work and contributions as part of corporate objectives.
• Identify and actively promote growth opportunities for team members
• Continually focus on the optimization of resource utilization and proper staffing levels
• Ensure the effective use of matrices or analytics to monitor the team’s performance.
• Ensure the timely and appropriate resolution of difficult or complex client issues.
• Work with account management and/or other teams to identify Customer Experience areas for improvements, trends or efficiencies.
• Ensure that service expectations are clarified with corporate clients and passed to the team & incorporated to their matrix.
• Support account management through any client escalations & continuously work with the team to provide excellence.
• Promote interdepartmental continuous improvement projects focused on the elimination of non-value-added redundancies
• Participate in the strategic planning process and take ownership of initiatives as determined by the Leadership
• Ensure the interdepartmental communication of the team is functioning effectively and facilitating our operational efficiencies
• Assist with and take ownership of certain special projects as determined by Leadership.
• Provide the necessary project coordination to ensure expectations and goals are met
• Must be able to work from the Sherbrooke office.
  
  

What skills and experience are we looking for?

• Develop employees through training, coaching, motivation, evaluation and clear communication of expectations on a regular basis.
• Deliver consequences to employees who are not delivering the desired results in a timely fashion.
• Tie individual goals and tasks to the department's objectives to ensure employees view their work and contributions as part of corporate objectives.
• Identify and actively promote growth opportunities for team members
• Continually focus on the optimization of resource utilization and proper staffing levels
• Ensure the effective use of matrices or analytics to monitor the team’s performance.
• Ensure the timely and appropriate resolution of difficult or complex client issues.
• Work with account management and/or other teams to identify Customer Experience areas for improvements, trends or efficiencies.
• Ensure that service expectations are clarified with corporate clients and passed to the team & incorporated to their matrix.
• Support account management through any client escalations & continuously work with the team to provide excellence.
• Promote interdepartmental continuous improvement projects focused on the elimination of non-value-added redundancies
• Participate in the strategic planning process and take ownership of initiatives as determined by the Leadership
• Ensure the interdepartmental communication of the team is functioning effectively and facilitating our operational efficiencies
• Assist with and take ownership of certain special projects as determined by Leadership.
• Provide the necessary project coordination to ensure expectations and goals are met
  
  

We offer you

• Three weeks of vacation;
• An extensive benefit package that includes health (100%), dental, life and travel insurance, as well as a retirement savings plan;
• A flexible and supportive work environment offering several benefits such as a private medical clinic, on-call doctors, an on-site Bistro, and much more;
• A company wellness program that includes an on-site gym, opportunities to participate in fitness classes, discounts at local businesses as well as “lunch-and-learns” on various topics linked to health and wellness;
• Many opportunities for advancement, development and financial assistance to employees who wish to continue their education.
  
  

To get a taste of the Global Excel life and for more information on our company, visit our Facebook page and website: