Call Centre Team Lead

ESC Corporate Services; Toronto; On-site; CAD 60,000 - 75,000; Full time

Benefits offered by this job

Competitive salary and benefits package

Education support

Recognition programs

Job summary

A corporate services firm in Downtown Toronto seeks a Call Centre Team Lead. The role involves supervising a team, managing customer inquiries, and ensuring high customer service levels. Candidates should have leadership skills, experience in customer service, and be computer-literate. This position offers a hybrid work arrangement, competitive salary, and benefits.

Qualifications

• Experience in a customer service or call centre environment is required.
• Strong computer literacy including software installation and data entry.
• Ability to learn quickly and grasp procedural workflows.

Responsibilities

• Supervise team scheduling and performance management.
• Lead, coach, and support team members.
• Handle complex customer issues effectively.
• Monitor call centre performance.
• Maintain accurate client records.

Skills

Leadership skills

Problem-solving

Customer service

Communication

Collaboration

Computer literacy

Education

Post-secondary education or equivalent experience

Job description

Company Name ESC Corporate Services Ltd.

Location: Downtown Toronto, Ontario

Status: Temporary, Full-time (12 months with possibility of extension)

Closing Date: November 18, 2025

We are ESC, an experienced provider that delivers solutions uniting public records data, customer authentication, corporate services, collateral management, asset recovery, and accounts receivable management which support registration, due diligence, and lending practices of clients across Canada. Our people are what drives our innovation, growth, and well-being.

We are looking for a Call Centre Team Lead to help grow our business and contribute to our future.

Reporting to the Operations Supervisor, the Call Centre Team Lead provides technical training, guidance, and subject matter expertise to our Customer Service Representatives. This role plays a key part in ensuring a positive customer experience by managing day-to-day operations, supporting team performance, and handling complex or escalated inquiries. The ideal candidate is a confident communicator with strong leadership skills, a passion for customer service, and the ability to thrive in a fast-paced, collaborative environment.

Key Responsibilities

• Providing day-to-day supervision of the team, including scheduling, monitoring performance, managing queues, and ensuring customer service levels are met in collaboration with the Operations Supervisor.
• Leading, coaching, and supporting team members to ensure high-quality work, exceptional customer service, and successful implementation of change initiatives.
• Providing training and development for employees, including onboarding new hires and identifying ongoing training needs to enhance team capability.
• Handling complex or escalated customer issues using sound judgment and knowledge of systems and processes to resolve concerns effectively.
• Monitoring call centre performance to ensure service levels, response times, and customer satisfaction targets are consistently achieved.
• Investigating, tracking, and expediting customer orders to meet deadlines and service-level agreements (SLAs).
• Collaborating with internal teams, including Sales and IT, to support client onboarding, resolve system issues, and maintain smooth operations.
• Maintaining accurate records and documentation, ensuring all client interactions, transactions, and service notes are entered into systems in a timely and professional manner.

Position Requirements

• Post-secondary education or equivalent experience (business, office administration, or law clerk diploma preferred).
• Previous experience in a customer service or call centre environment within a fast-paced setting.
• Knowledge of corporate supply products is considered an asset.
• Demonstrated leadership, initiative, and problem-solving skills.
• Ability to learn quickly and grasp procedural and workflow concepts.
• Strong computer literacy, including software installation, configuration, and internet navigation.
• Accurate keyboarding and data-entry skills.
• Self-motivated, detail-oriented, and able to work effectively both independently and in a team environment.
• Problem-solving and decision-making.
• Communication and collaboration.
• Attention to detail and operational accuracy.

Please note: This position is eligible for a hybrid work arrangement consisting of in-office and remote work.

What we offer

We believe in progress with purpose.

• Growth through strategic partnerships
• Investment in new products
• Education support
• Competitive salary and benefits package
• Recognition programs

Help us put public records at our customers’ fingertips with your customer-centric approach. If this opportunity interests you, please apply! We would like to thank all candidates for their interest, however, only those selected to continue in the recruitment process will be contacted.

A little more about us

ESC is a wholly owned subsidiary of ISC (TSX: ISC). ISC is the leading provider of registry and information management services for public data and records. Throughout our history, we've excelled at delivering value to government, industry, and our community. We are the partner of choice for governments and private sector organizations seeking solutions across the information management spectrum.