Team Leader French/English Bilingual ON-SITE Winnipeg
$43,680–$43,680 year
On-siteWinnipeg, Manitoba, Canada
Job Summary
Monitor and audit assigned associates, coach team members on skill development, and delegate daily tasks to ensure targets are met. Act as the primary point of contact for operations, translating strategies into actionable tasks while resolving escalated calls and supporting Customer Experience Experts. Track individual progress, prepare quality reports for management, and provide proactive feedback in one-on-one and group settings. Maintain up-to-date training manuals and contribute to internal and client monitoring sessions. This bilingual leadership role supports AnswerNet's vast contact center network, which processes over 125 million interactions annually for clients across the US and Canada.
Required Qualifications
- Education equivalent to a High School diploma/GED
- Must be fluent in English and French (Verbal & Written)
- Proven track record in a leadership, supervisory or relevant project-based role
- Excellent emotional intelligence, conflict resolution, and communication abilities
- Ability to lead by example and inspire a supportive, productive team culture
- Two years of prior call center experience preferred
- Excellent oral, written, and interpersonal communication skills
- Exceptional listening and analytical skills
- Ability to interpret complex KPIs and relate them to qualitative findings
- Experience with contact center software
- Requires a positive attitude, the ability to work independently or as part of a team
- Ability and willingness to lift up to 20 lbs
- Ability and willingness to sit at a desk for the length of your scheduled shift
- Ability and willingness to type on a computer
- Ability and willingness to view and read a computer screen for the length of your scheduled shift
- Ability and willingness to speak with clients and internal employees via telephone or e-mail
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