Overview:

The Team Leader is responsible for managing and guiding a team of Customer Service Representatives (CSRs) to ensure consistent achievement of company and client performance standards. This role focuses on performance management, coaching, reporting, and daily operational support to drive productivity, service quality, and team engagement.

Key Responsibilities:

• Lead and supervise a team of CSRs in day-to-day call center operations


• Monitor individual and team performance against program metrics and service levels


• Provide real-time coaching, mentoring, and performance feedback


• Handle escalation calls and support agents with complex customer concerns


• Prepare and submit regular performance and productivity reports


• Manage staffing, queues, and call metrics to control service levels and abandoned calls


• Conduct performance reviews, coaching sessions, and team meetings


• Implement incentive programs and team activities to motivate and improve morale


• Coordinate training and communicate policy or procedural updates


• Handle basic HR-related concerns including attendance, performance, and payroll coordination

Requirements:

• Proven experience as a Team Leader in a call center environment.


• Fluency in both French and English.

Proven experience as a Team Leader in a call center environment.
Fluency in both French and English.