Contact Center Team Lead

TAPP Workforce Solutions Inc.; Calgary; On-site; CAD 30,000 - 39,000; Full time

Job summary

Based in Quarry Park, Calgary, TAPP Workforce Solutions Inc. seeks a hands-on Contact Centre Team Lead to coach and work on the floor with the team. You will take calls, solve tough issues, and guide dispatch and scheduling in real time.

You will lead the daily operation, handle peak inbound and outbound calls, monitor queues and service levels, conduct daily huddles, and mentor team members. This on-site role requires rotating shifts between 8:00 AM and 11:00 PM, including weekends.

Qualifications

• Minimum 2 years of Contact Centre experience.
• Experience leading or mentoring employees in a customer service environment.
• Strong customer service and conflict resolution skills, with excellent verbal and written communication.
• Strong organizational and multitasking ability in a fast-paced, high-volume environment.
• Solid computer skills, including experience with CRM or scheduling systems.
• Ability to make sound operational decisions under pressure.
• Bilingual English/French skills are assets.

Responsibilities

• Lead the daily operation of the Contact Centre during your assigned shift, including floor support and real-time coaching for Customer Service Representatives.
• Handling inbound calls during peak periods and completing outbound appointment booking, confirmation, reminder, and follow-up calls.
• Resolving customer concerns and escalations, and coordinating appointment changes with field operations.
• Monitoring call queues, staffing levels, and service level targets throughout the day.
• Conducting daily team huddles, coaching through live call observation, and supporting onboarding and training of new hires.
• Reviewing call notes and booking accuracy, and flagging recurring operational issues to management.
• Tracking daily metrics: call volumes, answer times, booking targets, appointment utilization, and service quality.
• Coordinating with Dispatch and Field Supervisors to support technician schedules and ensuring clean shift handovers.

Skills

Customer service

Conflict resolution

Verbal communication

Written communication

Organizational skills

Multitasking

CRM scheduling systems

Scheduling systems

Operational decisions

Bilingual English/French

Job description

Contact Centre Team Lead – Lead From the Front, Not From Behind a Desk

A hands-on Contact Centre leadership role in Calgary's Quarry Park for someone who wants to coach and take calls, not just supervise.

You still take calls, still solve the tough ones, and still know every technician on the schedule by name.

You set the tone for the floor in real time, not from a dashboard three steps removed from the action.

This is leadership built for someone who never wanted to fully leave the front line behind.

If you have ever been frustrated by supervisors who disappear into meetings while the queue backs up, this role was built for someone like you. You will spend your shift doing the real work alongside your team — booking appointments, resolving escalations, answering the phone — while also coaching, directing, and unblocking the people around you in real time.

This Contact Centre supports large-scale utility service programs across Canada, which means the work carries real stakes: gas and water meter exchange programs that keep essential infrastructure running for municipalities and utility clients. Every call you take and every technician you help schedule has a visible, immediate impact on the ground, not an abstract one.

Why This Opportunity Is Different

Working leader, not a hands-off manager: you are on the phones and the floor every shift, not just reviewing reports after the fact.

Direct line to Operations: you coordinate daily with Dispatch, Field Supervisors, and the Director, Projects & Services, giving you visibility most Team Lead roles do not offer.

Real coaching runway: live call observation, daily huddles, and onboarding responsibility give you an actual say in how the team develops.

Built for someone who wants both worlds: the satisfaction of solving customer problems directly and the influence of shaping how a team performs.

What You'll Be Doing

Leading the daily operation of the Contact Centre during your assigned shift, including floor support and real-time coaching for Customer Service Representatives

Handling inbound calls during peak periods and completing outbound appointment booking, confirmation, reminder, and follow-up calls

Resolving customer concerns and escalations, and coordinating appointment changes with field operations

Monitoring call queues, staffing levels, and service level targets throughout the day

Conducting daily team huddles, coaching through live call observation, and supporting onboarding and training of new hires

Reviewing call notes and booking accuracy, and flagging recurring operational issues to management

Tracking daily metrics: call volumes, answer times, booking targets, appointment utilization, and service quality

Coordinating with Dispatch and Field Supervisors to support technician schedules and ensuring clean shift handovers

What We're Looking For

Minimum 2 years of Contact Centre experience

Previous experience leading or mentoring employees in a customer service environment

Strong customer service and conflict resolution skills, with excellent verbal and written communication

Strong organizational and multitasking ability in a fast-paced, high-volume environment

Solid computer skills, including experience with CRM or scheduling systems

Ability to make sound operational decisions under pressure

Previous supervisory or Team Lead experience, utility or municipal services background, workforce scheduling or dispatch experience, and bilingual English/French skills are all considered assets

Compensation & Work Model

This is an hourly, permanent full-time position with pay based on experience; full details will be discussed during the screening process. The role is on-site with rotating scheduled shifts between 8:00 AM and 11:00 PM, Monday through Sunday, including weekends as required.

Location & Travel

This position is based on-site at Quarry Park in Calgary, AB.