Team Lead (Supervisor) (French/English Bilingual)
On-site · Winnipeg, Manitoba, Canada
Job Summary
Team Lead (French/English Bilingual) at IntouchCX leads Customer Service Representatives, ensuring quality customer care while developing team capabilities. Responsibilities include supervising CSRs, facilitating training and professional development, monitoring KPIs/SLA, analyzing reports to identify root causes, coaching in real time, creating incentive programs, coordinating staffing with Workforce Management, collaborating with HR/IT, acquiring in-depth knowledge of partner products/promotions, and embodying the company’s 10 core values while guiding teams toward optimal performance.
Required Qualifications
- High school diploma or equivalent (required)
- Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
- Fluency in French and English, written and oral
- 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
- Experience dealing with escalated issues in a contact center capacity
- Ability to type 30 WPM with accuracy
- Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
- Ability to use spreadsheet applications to maintain and develop operational reporting
- Exceptional time management, organizational and prioritization skills
- Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
- Ability to work a variety of shifts, including days, evenings and holidays
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