Warranty Team Lead

The extended warranty department is actively seeking a team lead. The ideal candidate for this position possesses excellent leadership skills and presents a positive customer-focussed attitude. This position based out of our new corporate headquarters is an excellentopportunity for those seeking long term career growth and development in a corporate setting.

• Continuously monitor key performance indicators (KPIs) including claim duration processing times claim volume and overall agent performance.
• Provide leadership to a midsized team overseeing the diligent and timely processing of all Warranty Program activities.
• Ensure that the team adheres to expected Service Level Agreements (SLAs) and warranty policy compliance.
• Apply strong attention to detail to ensure all claims are processed accurately and errorfree.
• Oversee the development and maintenance of training documents and SOPs to ensure accuracy and alignment with policy updates.
• Collaborate with all company businessunitsto offer store support and feedback.
• Act as a liaison between the warranty companies and the retailers as needed to ensure compliance with our warranty programs.
• Maintain a balanced approach between customer service and warranty guidelines.
• Review and interpret claims data to ensure decisions are guided by a combination of facts and sound judgment.
• Provide training through various mediums.
• Participate in special projects and committees as required to drive continuous improvement and innovation.

• Previous experience in a leadership position
• Excellent communication skills both verbal and written; Bilingual language skills (English & French) are an asset but not a requirement.
• A passion for providing exceptional customer service
• Strong organizational and multi-tasking skills
• Attentionto detail
• Ability to work in a team oriented environment
• Proficient PC and keyboarding skills
• Proficiency with Microsoft 365

• A flexible and comprehensive benefits package including Health Dental and Paramedical Services for you and your family
• Competitive remuneration package that will commensurate with experience
• Career progression potential with plenty of access to ongoing personal and professional development
• Employee discounts
• A dynamic environment to showcase your leadership talents.

The Brick is committed to fair and accessible employment practices and will accommodate people with disabilities throughout the recruitment application and selection process. If you require an accommodation at any stage of the process please let the hiring manager know or reach out to