24/7 Call Center Lead — Coach, Improve & Drive Sales

Brandt Group of Companies; Regina; On-site; CAD 60,000 - 90,000; Full time

Job summary

Brandt Group of Companies in Regina seeks a Call Center Supervisor to lead a 24/7 team delivering exceptional service, driving sales, and supporting operational goals.

You will coach, develop, and manage performance, align with KPI targets, and foster a proactive, employee-focused culture. This role requires strong organizational skills, effective communication, and the ability to schedule for 24/7 coverage. Experience with high-volume contact centers and improvements is valued.

Qualifications

• 2–5 years’ leadership experience
• Ability to manage direct and indirect reporting staff
• Excellent organizational and time management skills
• Strong attention to detail
• Strong work ethic and dedication to excellence
• Effective written and verbal communication
• Proven track record leading a team to achieve goals
• Analytical thinker with problem-solving skills
• Diagnose skill gaps and coach for improvement
• Must be able to work shift work for 24/7 operation

Responsibilities

• Lead implementation and delivery of the contact center’s mission and vision to align team efforts with organizational goals
• Provide day-to-day leadership to a 24/7 parts team to ensure consistent service delivery
• Deliver coaching to improve performance, drive sales, enhance productivity, and elevate the customer experience
• Facilitate team meetings to communicate updates, recognize achievements, and promote best practices
• Coordinate and prioritize training and development initiatives to build team knowledge and capabilities
• Facilitate career development conversations to support employee growth and long-term retention
• Champion an employee-centric culture that fosters open communication, engagement, and team accountability
• Measure, monitor, and diagnose performance gaps to ensure delivery on service and productivity goals
• Deliver and manage key performance indicators (KPIs) and performance reviews
• Act as a subject matter expert to provide floor support and second-level guidance to resolve complex inquiries
• Resolve escalated customer and branch concerns to protect relationships and maintain satisfaction
• Collaborate with internal partners to align hiring plans and workforce scheduling with forecasted demand and service targets
• Manage operational risk by ensuring adherence to internal procedures, policies, and compliance requirements
• Continuously assess and refine workflows and team processes to drive operational efficiency and improve the overall customer experience

Skills

Leadership

Coaching

Communication

Analytical thinking

Problem solving

Time management

Career development

Attention to detail

Team leadership

Education

Post-secondary education

Job description

Brandt Group of Companies in Regina seeks a Call Center Supervisor to lead a 24/7 team delivering exceptional service, driving sales, and supporting operational goals.

You will coach, develop, and manage performance, align with KPI targets, and foster a proactive, employee-focused culture. This role requires strong organizational skills, effective communication, and the ability to schedule for 24/7 coverage. Experience with high-volume contact centers and improvements is valued.