Team Leader, Client Relations Agents

Team Leader, Client Relations Agent

Build the Future With Us

Are you driven by leadership, talent development, and operational excellence? Would you like to contribute to the purpose of a company dedicated to providing its partners with a consistent, human, and high‑quality experience?

As a Team Leader, Client Relations Agents, you will play a key role in coordinating daily activities, continuously optimizing operations, and supporting your team—both in terms of technical skills and professional conduct.

In a rapidly evolving environment shaped by changing business needs, digital tools, and operational practices, this position offers a great opportunity to demonstrate hands‑on leadership, support the adoption of new ways of working, and contribute to sustainable performance aligned with the company’s values.

What You Will Achieve With Us

As Team Leader – Client Relations Agents, you will be at the heart of our mission. Your main responsibilities will include:

• Efficiently coordinating the team’s daily operations to ensure smooth and effective execution of activities;

• In collaboration with your manager, contributing to mid‑ and long‑term planning of team activities;

• Supervising the work of client relations agents, both in terms of technical expertise and professional behavior;

• Monitoring performance results and ensuring compliance with work methods and company policies;

• Maintaining agent performance and operational efficiency to meet partner expectations;

• Preparing and leading daily meetings (scrums) as well as WMS meetings, ensuring close follow‑up on key indicators and action items;

• Actively participating in the continuous improvement of processes and procedures, including their creation and updates;

• Training and supporting new employees, fostering their integration and development;

• Collaborating with internal and external partners to understand business needs and ensure services delivered meet those needs effectively;

• Acting as a subject‑matter resource for digital support and coordinating the resolution of technical issues with product owners.

What Will Help You Succeed in This Role

We are looking for someone who:

• Demonstrates strong leadership and an excellent team spirit;

• Stands out for their coaching, engagement, and talent development skills;

• Has strong organizational, prioritization, and stress‑management abilities;

• Shows rigor, autonomy, a high sense of responsibility, and strong attention to detail;

• Demonstrates analytical and synthesis skills, with a continuous improvement mindset;

• Communicates ideas clearly and effectively, both verbally and in writing;

• Is proactive in finding solutions, able to make decisions and take action;

• Demonstrates strong proficiency in French, both spoken and written (required);

• Has three (3) years or more of experience as a Client Relations Agent (an asset);

• Holds a college diploma (an asset).

Why You’ll Enjoy Working With Us

• A work environment where leadership, collaboration, and continuous improvement are top priorities;

• A healthy, safe, equitable, and engaging workplace that supports professional development;

• The opportunity to make a tangible impact on performance, team climate, and the partner experience;

• Competitive benefits, including flexible group insurance, a competitive retirement plan, employee share ownership plan, vacation and wellness days, telemedicine, an employee and family assistance program, and more.

Apply Now and Take the Lead in Your Career—Where Your Leadership Makes a Difference!

Still hesitating?

At iA, we believe in potential and value diverse career paths. If this role inspires you and you’re eager to actively contribute to a team’s success, we encourage you to apply—your place might be with us, and we would love to get to know you.