Call Center Supervisor (Remote)

Mashreq Bank; Montreal; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading financial institution is seeking an experienced Call Center Supervisor to lead their remote team in Montreal. You will oversee daily operations, ensuring high-quality customer interactions and mentoring team members. The ideal candidate has a strong background in customer service, excellent leadership skills, and experience in managing remote teams. This fully remote role offers competitive salary and flexible hours.

Benefits

Competitive salary

Flexible scheduling

Performance-based bonuses

Career development opportunities

Paid time off

Modern collaboration tools

Supportive team culture

Qualifications

• 3 years of experience in a call center environment.
• 1 year in a supervisory or team lead role.
• Experience with managing remote teams.

Responsibilities

• Supervise daily operations to meet KPIs.
• Monitor agent performance through dashboards.
• Provide coaching and training to the team.

Skills

Leadership skills

Understanding call center metrics

Communication abilities

Mentoring skills

Analytical skills

Tools

CRM systems

Google Workspace

Slack

Job description

Job Summary

The Elite Job is looking for an experienced and performance-driven Call Center Supervisor to lead and inspire our remote call center team. As the Call Center Supervisor, you will be responsible for overseeing daily operations, ensuring high-quality customer interactions, mentoring team members, and implementing strategies to optimize efficiency and satisfaction. This is a fully remote position, ideal for a motivated leader who thrives in virtual environments and has a strong background in customer service and team management.

Key Responsibilities

• Supervise and support daily operations of the call center team to meet KPIs and service levels

• Monitor agent performance through real-time dashboards, call recordings, and regular reporting

• Provide regular coaching, feedback, and training to enhance productivity and service quality

• Resolve escalated customer issues with professionalism and efficiency

• Collaborate with management to develop process improvements and operational strategies

• Schedule shifts, assign tasks, and ensure adequate coverage across all time zones

• Maintain accurate documentation of team performance and disciplinary actions when needed

• Create and maintain a positive, goal-oriented work culture within the team

Required Skills and Qualifications

• Proven leadership skills in a customer service or call center environment

• Strong understanding of call center metrics and tools (e.g., CRM, call monitoring systems)

• Excellent communication, interpersonal, and conflict resolution abilities

• Ability to motivate, mentor, and drive performance in a virtual setting

• Proficient in MS Office Suite and cloud-based collaboration tools (e.g., Google Workspace, Slack)

• Strong analytical and decision-making skills

Experience

• Minimum 3 years of experience in a call center environment, including at least 1 year in a supervisory or team lead role

• Experience managing remote or hybrid teams is highly desirable

• Background in customer support across industries such as e-commerce, technology, or services is a plus

Working Hours

• Full-time position, 40 hours per week

• Flexible working hours to accommodate global operations

• Weekend and evening availability may be required based on business needs

Knowledge, Skills, and Abilities

• Knowledge of performance metrics such as AHT, FCR, CSAT, and SLA

• Ability to manage multiple tasks and prioritize responsibilities effectively

• Capacity to work independently and take initiative in a fast-paced remote environment

• High emotional intelligence and empathy when dealing with both customers and team members

• Familiarity with remote workforce engagement techniques

Benefits

• Competitive salary based on experience

• Fully remote role with flexible scheduling

• Performance-based bonuses and incentives

• Career development opportunities and leadership training

• Paid time off and wellness days

• Modern tools and software for seamless remote collaboration

• Supportive and inclusive team culture

Why Join The Elite Job?

At The Elite Job, we do not just offer you a job — we offer a career. You will work with a talented team that values transparency, innovation, and growth. We believe in empowering our employees and providing a platform for career advancement in a remote-first work environment. Join us and make an impact from the comfort of your home while contributing to world-class customer service operations.

How to Apply

Interested candidates should submit their resume along with a brief cover letter highlighting their leadership experience in customer service. Apply now by clicking the Apply button on our careers page or sending your application to us with the subject line: Remote Call Center Supervisor Application.