Chef(fe) d’équipe, expérience client/Team Lead, Customer Experience

Protective Industrial Products; Laval (administrative region); On-site; CAD 65,000 - 90,000; Full time

Job summary

PIP Canada, headquartered in Laval, QC, seeks a Team Lead, Customer Experience to guide a team of CX Specialists and partner with the Customer Experience Manager to meet department goals. The role emphasizes coaching, metrics, and delivering exceptional service across customer channels.

Based at our Laval headquarters, you will help drive performance, onboarding, and reporting, while collaborating with cross-functional teams to enhance customer satisfaction and efficiency.

Qualifications

• Possess excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the PIP organization.

Responsibilities

• Work closely with the manager to identify and meet key metrics.
• Communicate goals and deadlines to team members.
• Implement support plans for overall department operations to meet service level objectives, quality goals, and management of day-to-day customer-facing activities
• Provide individual development through monitoring/measurement, constructive feedback, coaching, and training and make appropriate recommendations regarding individual career development
• Assist in taking agents’ calls/emails when business conditions necessitate
• Improve quality of results by recommending changes and coaching behaviors.
• Provide product/service information by answering questions and offering assistance.
• Keep track of employee attendance and ensure compliance with company policies.
• Assist in hiring and onboarding new employees.
• Prepare monthly and annual performance reports.
• Create targets and goals for improvement.

Skills

Excellent written and verbal comms

Team leadership

Multi-tasking

KPI management

Customer service

Tech savviness

Communication

Organizational skills

Quality assurance knowledge

Problem solving

Tools

Computer programs

Telephone equipment

Job description

Position Type

Full-time

Job Summary

PIP Canada, part of a global organization with its Canadian head office located in Laval, QC is a leading provider of hand protection and personal protective equipment (PPE) to Industrial and Construction markets. PIP® stands for Protective Industrial Products meaning we are committed to helping protect essential workers every day. Today, as a global PPE company, we are in a unique position to offer employees ample opportunities for a diverse and rewarding career while knowing that our PPE products help keep workers safe from injury.

Team Lead, Customer Experience, based out of our Canadian headquarters in Laval, QC. Reporting directly to the Customer Experience Manager, the Team Lead, Customer Experience is responsible for monitoring, supporting, and coaching their team of Customer Experience Specialists. They work closely with their manager, and partner with the other Team Leads to achieve individual, team, departmental and company goals and objectives.

Key Responsibilities

• Work closely with the manager to identify and meet key metrics.
• Communicate goals and deadlines to team members.
• Implement support plans for overall department operations to meet service level objectives, quality goals, and management of day-to-day customer-facing activities
• Provide individual development through monitoring/measurement, constructive feedback, coaching, and training and make appropriate recommendations regarding individual career development
• Assist s with taking agents’ calls/emails when business conditions necessitate
• Improve s quality of results by recommending changes and coaching behaviors.
• Provide s product/service information by answering questions and offering assistance.
• Keep track of employee attendance and ensure compliance with company policies.
• Assist in hiring and onboarding new employees.
• Prepare monthly and annual performance reports.
• Create targets and goals for improvement.

Qualifications

• Possess excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the PIP organization.
• Ability to multi-task and balance priorities effectively
• Manages and oversees a team of CX personnel handling customer-facing activities.
• Motivates and supports agents through feedback and communication.
• Measures productivity, quality and service KPI’s such as Order Entry or inbound calls handling.
• Tech savvy with knowledge of relevant computer programs and telephone equipment
• Ability to remain calm and respectful under pressure
• Exceptional customer service expertise
• Strong verbal and written communication skills
• Organizational skills and attention to detail
• Familiarity with quality assurance and data analysis concepts
• Excellent problem-solving skills

Area of Interest

Customer Experience

All Addresses

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At PIP Global Safety, we are committed to fostering a diverse and inclusive workplace where all individuals are respected and valued. We do not tolerate discrimination or harassment of any kind, and we strive to ensure that employment decisions are based on qualifications, merit, and business needs. Employment practices and policies may be subject to variation based on applicable laws and regulations in different countries and jurisdictions.

This commitment applies to all aspects of employment, including hiring, recruiting, promotion, termination, compensation, benefits, training, and development opportunities. We believe that a diverse team strengthens our global success and enriches our culture.

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