Description:
Looking to grow your career in a dynamic environment? We’re seeking an experienced leader to manage and support Team Leaders across our business unit.
Role Purpose
Lead Team Leaders to ensure operational performance metrics are consistently met.
Responsibilities
🔹 People Management
• Coach, mentor, and manage Team Leaders
• Oversee daily performance and development plans
• Conduct performance reviews and maintain HR compliance
🔹 Customer Relations
• Resolve escalations and ensure service meets contractual expectations
• Participate in calibration sessions
🔹 Reporting & Administration
• Analyse and report business data
• Improve reporting tools
• Monitor adherence and absenteeism
• Ensure smooth onboarding and time sheet accuracy
Requirements:
- Customer Service: 1 year or less
- Problem Solving: 1 year or less
- Leadership Skills: 1 year or less
Key Requirements
• Minimum 6-12 months Team Leader/Supervisory experience
• 1 year minimum experience in a contact centre
• Fluency in French and English (fully bilingual)
• Willing to work in a shifted environment