Team Lead Contact Centre
$96,200–$129,850 year
HybridGastonia, North Carolina, United States
Job Summary
Lead workforce planning, forecasting, scheduling, and staffing strategies to ensure customer service levels and performance metrics are consistently achieved. Provide leadership and direction to a team, including coaching, performance management, employee development, and recruitment activities. Manage Contact Centre planning functions such as reporting, analytics, intraday monitoring, and workforce management processes. Partner with internal technology teams to support systems and IVR enhancements, while collaborating with outsourced providers to develop call forecasts and manage routing strategies. Monitor key performance indicators, identify improvement opportunities, and implement strategies that enhance operational effectiveness and customer satisfaction. Foster a culture of accountability and compliance with applicable regulations and collective agreements.
Required Qualifications
- University degree in Business or a related discipline
- Six or more years of leadership experience within a Contact Centre, Customer Service, or Operations environment
- Previous experience managing direct reports in a customer service or operational setting
- Experience with workforce planning, forecasting, scheduling, and performance management
- Strong analytical, problem-solving, and decision-making capabilities
- Excellent communication and interpersonal skills, with the ability to build productive relationships across multiple teams
- Strong technical aptitude and proficiency with customer information systems, reporting tools, and forecasting applications
- Typical office or hybrid work environment
- Occasional travel up to 25%
- Grasping
- Kneeling
- Light – moderate lifting (objects up to 20 pounds)
- Reaching above shoulder
- Repetitive motion
- Typing
- Sitting
- Standing
- Visual requirement (able to see screens, detect color coding, read fine print)
- Hearing requirement
- Ability to sit at a computer for long periods of time
- Ability to understand, remember and apply oral and/or written instructions or other information
- Ability to understand complex problems and collaborate/explore alternative solutions
- Ability to organize thoughts and ideas into understandable terminology
- Ability to organize and prioritize work schedule on a short-term basis
- Ability to make decisions which have moderate impact on the immediate work unit and monitor impact outside this area
- Ability to understand and follow basic instructions and guidelines
- Ability to complete routine forms
- Ability to compose letters, outlines, memoranda and basic reports
- Ability to communicate with individuals via telephone
- Final candidates for this position may be required to undergo a security screening, including a criminal records check
Desired Qualifications
- Project Management Professional (PMP) certification
- Additional post-secondary education in Business, Operations, or a related field
- Knowledge of contact centre technologies, workforce management systems, and IVR platforms
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