Team Leader – Financial Call Center

About the role

We are looking for a motivated Team Leader to supervise a group of call‑center associates handling financial customer service at our Eton Centris site in Quebec. The role involves coaching staff, ensuring KPI compliance, and maintaining high‑quality service delivery.

Key responsibilities

• Supervise day‑to‑day activities of call‑center associates, monitoring attendance and performance.
• Coach and develop team members to meet or exceed weekly performance metrics.
• Identify performance issues, create improvement plans, and implement corrective actions up to termination.
• Ensure service meets contractual KPIs and financial expectations.
• Handle escalated customer calls as a subject‑matter expert.
• Conduct regular team meetings, communicate updates, and organize team activities.
• Stay current on internal processes, policies, and attend manager development training.

Required profile

• Associate’s degree in a related field (preferred).
• Two to four years of relevant experience, preferably in financial or customer‑service account handling.
• Strong written and verbal communication skills.
• Ability to work well under pressure, multitask, and meet deadlines.
• Willingness to work a flexible schedule and onsite at Eton Centris.

Required skills

What we offer

• Opportunity to lead a dynamic team in a fast‑paced financial services environment.
• Professional development and manager training programs.