View all jobs
Operational Leadership & Service Delivery
Leadership Consistency & Partnership
Continuous Improvement & Change Support
Qualifications
Benefits, and PerksPosition: Team Lead, Consumer Proposals Inquiries
Team Lead, Consumer Proposal Inquiries
Company Information
One of Canada’s oldest and most respected debt solution providers. We help people get out of debt and start rebuilding their lives again. Established in 1979, Farber has over 250 employees working across Canada and has helped over 100,000+ Canadians get out of debt.
And now, we’re embarking on our next stage of innovation & significant growth. To do that, we hire experienced, enthusiastic, motivated, innovative, and customer-centric team members to play critical roles in helping us reach our ambitious goals.
Join us in better serving the growing number of Canadians who are in need of help.
Position Summary
The Team Lead, CP Inquiries provides day-to-day people and operational leadership to an assigned group of employees within the Consumer Proposal Inquiries / Consumer Proposal Payments (CPI/CPP) team. The Team Lead is accountable for creating a supportive, consistent and high-performing employee experience while ensuring inquiries are handled accurately, efficiently and within established service expectations.
Responsibilities
People Leadership & Development
- Provide day-to-day leadership, direction and support to assigned CPI/CPP employees, building accountability, engagement and a positive, respectful working environment.
- Hold regular one-on-one meetings to review performance, provide coaching and feedback, discuss development opportunities and address individual support needs.
- Monitor individual performance against established productivity, service, quality and behavioural expectations; recognize strong performance and provide timely, specific coaching when gaps are identified, monitoring progress and escalating significant or ongoing concerns to the Manager.
- Identify knowledge and skill gaps and coordinate refresher training, job shadowing or additional support as required.
- Support new employees through onboarding, training, integration into the team and ongoing coaching.
- Monitor attendance, schedules and planned absences for assigned employees and address or escalate concerns in partnership with the Manager.
Operational Leadership & Service Delivery
- Set and communicate daily priorities for assigned employees, ensuring incoming calls, emails and other inquiries are handled accurately and within established service expectations.
- Monitor volumes, queues, workload and daily coverage; coordinate adjustments with other Team Leads and Manager to ensure resources are deployed where they are most needed across CPI/CPP.
- Review calls, emails and file activity to assess accuracy, service quality, consistency and adherence to established procedures.
- Serve as the first point of escalation for employee questions and more complex inquiries, using sound judgement to resolve issues or escalate when required.
- Conduct regular team huddles or meetings to review priorities, volumes, service results, best practices, procedural changes and emerging issues.
- Participate in the work of the CPI/CPP team when required to maintain coverage and meet service expectations.
Leadership Consistency & Partnership
- Work closely with other Team Leads to align day-to-day leadership practices, performance expectations, coaching, work allocation and interpretation of procedures, proactively agreeing on a consistent approach where decisions or issues may affect employees across both groups.
- Ensure team communications, procedural updates and service expectations are delivered consistently across both groups and reinforce shared team goals rather than separate sub-team practices.
- Provide coverage and leadership support across the broader CPI/CPP team when other Team Leads are unavailable or operational needs require it.
- Share observations, best practices and emerging issues with other Team Leads and maintain regular communication with the Manager regarding staffing, attendance, performance, quality, workload, employee development and operational risks.
Continuous Improvement & Change Support
- Identify recurring inquiry themes, process gaps, training needs and opportunities to improve efficiency, quality or the client experience, and bring recommendations to the Manager.
- Support implementation of new processes, procedures, technology and contact-centre capabilities, helping employees understand and adopt changes.
- Build and maintain strong knowledge of consumer proposal processes, team procedures and supporting systems in order to provide effective guidance to employees.
- College diploma or equivalent combination of education and relevant experience.
- Previous experience leading, coaching or supervising employees; direct people-management experience is preferred.
- Experience in customer service, contact centre or inquiry-management operations.
- Insolvency industry and consumer proposal experience is strongly preferred
- Strong people leadership and coaching skills, with the ability to set clear expectations and hold employees accountable in a supportive manner.
- Collaborative leadership style and demonstrated ability to align decisions and approaches with peers.
- Excellent customer service, judgement and problem-solving skills, including the ability to manage escalated or sensitive inquiries.
- Excellent verbal and written communication skills and the ability to communicate clearly with employees, clients, creditors and internal partners.
- Strong organizational, prioritization and time-management skills in a high-volume environment.
- Ability to use performance, service and quality information to identify issues and focus coaching.
- Strong relationship-building, listening and conflict-resolution skills.
- Comfort with change and the ability to help employees adopt new processes and technology.
- High computer literacy, including Microsoft Office and the ability to learn new systems and tools.
Benefits, and Perks
- Hybrid work environment
- Generous vacation- wellness days and birthday off
- Extended health and dental coverage, plus virtual doctor services
- Employee Assistance Program and mental health resources
- Company-matching retirement savings plan
- Financial support for professional development
- Annual company events
- Exclusive access to perks and discounts