Team Lead, Customer Service

Team Lead, Customer Service

Permanent, Full‑Time. Compensation range: $75,500–$82,000 per year plus benefits.

Role Summary

Lead and support a team of Customer Service Representatives (CSRs) in a Contact Center, overseeing performance, coaching, and escalation resolution to ensure consistent, high‑quality service across all contact channels.

Key Responsibilities

• Answer all employee questions related to CSR duties and Contact Center responsibilities.
• Monitor and report regularly on team performance.
• Provide guidance, feedback, and coaching based on quality audits and observations; conduct regular performance check‑ins and annual evaluations.
• Track attendance, approve time‑off requests in the HRIS, and report unpaid absences for payroll purposes.
• Monitor daily workload and service levels, distributing resources as needed to respond to fluctuations.
• Lead team meetings and calibration sessions.
• Lead the initial training of new CSRs.
• Prepare ongoing training and calibration sessions.
• Respond to escalations from customers and service providers.
• Contribute to the planning, creation, and delivery of webinars and informative articles for service providers and customers.
• Identify themes and trends from complaints and elevate them as needed.
• Assist the Contact Center Manager with various tasks and support special projects as required.

Required Qualifications

• High school diploma or equivalent.
• Minimum four (4) years of supervisory or managerial experience, or equivalent combination of education and experience.
• Minimum four (4) years of experience in customer service, preferably in a call center environment.
• Strong verbal and written communication skills.
• Proven track record of building and maintaining a positive team culture.
• Proficiency with MS365 products (Teams, Outlook, Word, Excel).
• Experience in telecommunications or television is an asset.
• Strong focus on delivering timely, excellent customer service.
• Fluent in English and French with excellent written and oral communication skills.

Equal Employment Opportunity

Our organization is committed to equal employment opportunity for all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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