Bilingual Call Centre Team Lead

emergiTEL Inc.; Vancouver; A distancia; CAD 34.000 - 44.000; Jornada completa

Descripción de la vacante

emergiTEL Inc. is seeking a bilingual Team Lead/Supervisor to manage a small call centre team supporting patient inquiries. The role combines queue management, agent performance coaching, escalation support and daily administration.

Remote work is fully allowed with training and a defined shift pattern. The position starts November 16, 2026, runs for four months (40 hours/week), with potential extension. Compensation is hourly and to be discussed with the recruiter; equipment and onboarding

Formación

• Experience managing call centre agents and performance management.
• Strong coaching and follow-through demonstrated.
• Excellent written and verbal communication; detail-oriented.
• Willingness to work 10:30 a.m.–7:00 p.m. ET shift.

Responsabilidades

• Lead and support 10–12 agents with clear priorities.
• Manage task queues and allocate work.
• Monitor performance and provide coaching.
• Handle escalated calls with Manager involvement.
• Run reports from telephony system and communicate updates.
• Complete day-to-day administration.
• Enforce service boundaries: no clinical advice.

Conocimientos

Call center leadership

Performance management

Coaching

Communication

Administration

Shift availability

Herramientas

Telephony system

Descripción del empleo

Bilingual Call Centre Team Lead
emergiTEL | Confidential temporary opportunity | English and French
emergiTEL is recruiting a bilingual Team Lead or Supervisor to manage approximately 10 to 12 call centre agents supporting patient enquiries. The role combines task queue management, agent performance management, escalation support and administration.
Start and term: November 16, 2026; four months; 40 hours per week, with a possible extension.
Location: Fully remote, with no geographic restrictions. Equipment is required, with setup and delivery arrangements to be coordinated before starting.
Paid training: Approximately four to five weeks, 9:30 a.m. to 6:00 p.m. Eastern Time, plus approximately two hours on the telephony system and reporting.
Shift after training: 10:30 a.m. to 7:00 p.m. Eastern Time.
Compensation: Hourly pay to be discussed with your emergiTEL recruiter.

What you will do

• Lead and support 10 to 12 agents, setting clear priorities and performance expectations.
• Manage task queues, allocate work and follow up on outstanding activity.
• Monitor agent performance, provide coaching and follow through on improvement actions.
• Support escalated calls and involve the Manager where needed.
• Use the telephony system and run reports to monitor team activity.
• Communicate operational updates and complete day-to-day administration.
• Reinforce the service boundaries: agents provide approved product information and do not offer clinical support or recommend products.

What you will bring

• Full professional fluency in English and French, assessed through a live conversation.
• Experience managing call centre agents, with direct responsibility for performance management.
• Practical task queue management and examples of effective coaching and follow-through.
• Highly effective communication, strong administrative skills and attention to detail.
• Availability for the training schedule and the required 10:30 a.m. to 7:00 p.m. shift.

Interview process

Typically one interview, with a French-language assessment during the interview or a short follow-up call. This opportunity is confidential; please discuss it directly with your emergiTEL recruiter.