Team Lead, Front Desk Agents

Temporary position for 15 months, with the possibility of extension up to 18 months

Build the future with us

Are you driven by service quality, operational coordination, and team support? Would you like to contribute directly to operational efficiency and the partner experience? As Team Lead, Front Desk Agents, you will play a key role in overseeing daily activities, supporting team members, and driving continuous improvement.

This position offers an excellent opportunity to showcase your skills and fully realize your potential within a caring and reliable organization. Here, people and their development are at the heart of our priorities, fostering an environment conducive to collaboration and innovation.

What you’ll accomplish with us

As Team Lead, Front Desk Agents, you will be central to our mission. Your main responsibilities include:

• Planning, coordinating, and supervising the team’s daily operations, including coaching front desk agents (technical skills and professional conduct), ensuring compliance with work methods and company policies (excluding processes under the Director – Omnichannel Agency Services).

• Working with the manager to establish medium- and long-term planning, mobilize the team around the action plan, and carry out any ad hoc mandates as required.

• Ensuring performance, operational efficiency, and service quality through rigorous monitoring of results, KPIs, action plans, and partner satisfaction.

• Training, coaching, and developing team members, including onboarding new employees, performance evaluations, recognition, constructive feedback, and support for professional growth.

• Preparing and leading team meetings (scrums, WMS), while fostering a positive, collaborative, and meaningful work environment.

• Collaborating with internal and external partners and actively participating in projects and initiatives to understand business needs and respond to them effectively.

• Managing digital support, including ticket handling, bug resolution in collaboration with Product Owners, and the creation and updating of procedures, guides, and scripts.

• Embodying the organization’s values and continuously developing skills, particularly in leadership and continuous improvement.

What could accelerate your success in this role

We’re looking for someone who:

• Is recognized for mobilizing leadership, team spirit, and the ability to coach, develop, and support team members with tact, discretion, and a strong sense of responsibility.

• Stands out for excellent communication skills, the ability to clearly express ideas both verbally and in writing, and ease in providing constructive feedback.

• Demonstrates strong organizational skills, a keen sense of priorities, effective stress management, high autonomy, and consistent attention to detail and quality.

• Is known for analytical and synthesis skills, a solution-oriented mindset, and a strong commitment to continuous improvement, showing proactivity, sound judgment, and the ability to act.

• Has 3+ years of experience as a front desk agent (asset), as well as management experience and a college diploma (assets).

• Has an advanced level of English proficiency, as the role requires handling calls in English and managing the needs of bilingual clients on a daily basis.

• Has an advanced level of French proficiency, as the role requires handling calls in French and managing the needs of bilingual clients on a daily basis.

Why you’ll love working with us

• A work environment where learning and development merge with a collective pursuit of excellence.

• A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed.

• The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces.

• Competitive benefits, including flexible group insurance, a competitive retirement plan, employee share purchase plan, vacation plan, telemedicine, employee and family assistance program, performance bonuses, discounts on iA products, and more.

Apply now and get ahead of your career, where your talent really belongs! 

Still unsure about applying?

At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you!