Role Summary
As a Team Lead (French/English Bilingual), you will be responsible for supervising and guiding a team of Customer Service Representatives (CSRs), ensuring high performance, employee development, and strong operational outcomes. You will drive engagement, monitor KPIs, and foster a culture of collaboration and excellence across the team.
Key Responsibilities
- Team Leadership & Supervision:
Oversee daily CSR operations, providing ongoing coaching, motivation, and performance management to ensure excellence in service delivery. - Training & Development:
Support the professional growth of team members through structured training programs, mentoring, and continuous development initiatives to enhance skills and retention. - Operational Management:
Monitor performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to ensure operational efficiency and quality standards are met. - Performance Analysis:
Review and analyze reports and data to identify performance gaps, determine root causes of inefficiencies, and recommend actionable improvements. - Problem Solving & Process Improvement:
Apply critical thinking to develop and implement solutions that drive operational improvements and strengthen overall partner success. - Motivation & Engagement:
Inspire and energize team members through relationship building, regular feedback, and real-time coaching sessions. - Incentive Planning:
Design and implement motivational programs and recognition initiatives to encourage team achievement and desired business outcomes. - Workforce Coordination:
Manage team scheduling and staffing adjustments in collaboration with the Operations Support Team and/or Workforce Management Team. - Cross-Department Collaboration:
Work closely with HR, IT, and other internal departments to ensure timely and effective resolution of operational or personnel issues. - Partner Collaboration:
Contribute operational expertise and insights during partner meetings, supporting strategic discussions and decision-making. - Product Expertise:
Maintain in-depth knowledge of all partner products, services, and promotions to guide the team effectively. - Leadership by Example:
Demonstrate a positive attitude, integrity, and commitment to achieving results while embodying the organization’s cultural values and principles.
Qualifications & Experience
- Education:
High school diploma or equivalent (required).
Post-secondary education in Business or a related field is preferred (a combination of education and experience will also be considered). - Language Proficiency:
Fluency in both French and English (written and spoken) is mandatory. - Professional Experience:
- 1–2 years of experience in a contact center or customer service environment.
- Minimum 1 year in a Team Lead or Supervisory role.
- Experience handling escalated issues in a customer service setting.
- Technical Skills:
- Ability to type at least 30 WPM with accuracy.
- Familiarity with Google Suite (Sheets, Docs, Slides, Drive) preferred.
- Strong proficiency with spreadsheet tools for operational reporting and analysis.
- Core Competencies:
- Excellent time management and organizational skills.
- Strong ability to prioritize and multitask in a fast-paced, dynamic environment.
- Capable of working both independently and collaboratively within a team.
- Flexibility to work various shifts, including days, evenings, weekends, and holidays.