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Team Leader Customer Contact Centre

Req. #:  14096
Department: Customer Contact Centre
Location: Montreal, QC CA
Job Status: Permanent Full-time
Grade:  07
Category: Customer Service/Back Office

The incumbent is recognized for his/her leadership skills and ability to ensure that the tools required to provide total customer satisfaction and to adhere to quality and service standards are implemented, maintained and adequately used. The Team Leader coaches employees in developing their knowledge, skills and career progression.

The Team Leader works with other Customer Contact Centre teams to ensure consistency in working practices, stays abreast of best business practices in the sector and proposes improvements designed to provide an outstanding customer experience.  He/She works closely with the different departments to reach business objectives.

  • Directly assists work teams in order to reach call centre performance indicators. Identifies training needs and ensures employees receive and integrate their training.
  • Circulates among work teams on a regular basis to ensure optimal service.
  • Reads operation reports and takes action to meet and optimize performance indicators and follow up on the performance of customer service agents.
  • Holds individual coaching meetings with customer service agents to optimize performance indicators.
  • Participates in daily service level meetings to adjust for daily fluctuations and to ensure resources are optimized.
  • Ensures compliance for all types of transactions and approves adjustments when required.
  • Proposes improvement solutions for problems encountered and stays abreast of best business practices to ensure ongoing improvements.
  • Holds team and inter-team meetings when required.
  • Promotes employee career development.
  • Recognizes employees' achievements.
  • Participates in the staffing process.
  • Participates in customer visits, when necessary.
  • Responds to ad-hoc requests from supervisor.


  • Technical (College) diploma, with eight (8) years of relevant experience in a financial services call centre environment, with at least two (2) years in a supervision role.
  • Strong knowledge of investment products
  • Management experience in Customer Contact Center environment.
  • Bilingual, French and English (written and spoken).

Standard Life Canada is committed to creating and maintaining an inclusive and accessible workplace. If you are contacted for an interview and require accommodation during the interviewing process please let us know. 

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The personal information gathered on this website is considered strictly confidential and will be used exclusively for recruitment purposes by the Human Resources department at The Standard Life Assurance Company of Canada. Under no circumstances will this information be used for other purposes or forwarded to a third party without the candidate’s authorization.

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