L1 Manager

About the role

The L1 Manager leads the Level‑1 support team, ensuring operational excellence, strong client relationships, and achievement of performance targets. This role focuses on building a high‑performing team, optimizing processes, and maintaining a positive work environment.

Key responsibilities

• Guide, coach, and motivate the support team to meet performance goals.
• Oversee day‑to‑day operations, resolve complex issues, and continuously improve workflows.
• Build and maintain strong relationships with clients and stakeholders, handling escalated concerns.
• Track team performance, provide feedback, and report key metrics to senior management.
• Collaborate with Workforce Management to ensure appropriate scheduling, staffing, and resource allocation.
• Manage scheduling adherence, vacation policies, and communicate deviations.
• Plan resources such as staffing, equipment, and connectivity for business activities.
• Conduct regular coaching sessions, performance reviews, and corrective actions.
• Monitor and address KPI failures, issue escalations, and incident management.
• Streamline team processes to boost productivity and ensure compliance with CS procedures.
• Lead engagement initiatives, recognize top performers, and support under‑performers.
• Handle hiring requests, coordinate with HR, interview candidates, and oversee onboarding and training of new hires.

Required profile

• Fluency in English and French.
• Proven experience leading support or call‑center teams.
• Strong client‑facing skills with ability to manage escalations.
• Excellent organizational and resource‑planning abilities.
• Ability to analyze performance data and drive continuous improvement.

Required skills