Contact Centre Team Lead

Sonova; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading hearing care network is seeking a Contact Centre Team Lead to support the operational performance of contact centre agents. This remote role requires at least 2 years of call centre experience and strong leadership skills. You will guide agents, ensure efficient call handling, and contribute to operational objectives. The position offers a competitive salary, full benefits from Day 1, and opportunities for professional development while working Monday to Friday, 9 AM - 5 PM.

Benefits

Competitive Salary and incentives

Company issued laptop and office equipment

Full benefits package from Day 1

Professional development programs

Qualifications

• 2+ years of call centre or contact centre experience required.
• Previous experience as a Team Lead or Supervisor preferred.
• Strong communication, coaching, and organizational skills needed.

Responsibilities

• Lead and coach contact centre agents to achieve performance targets.
• Monitor call queues to ensure service level is met.
• Provide real-time feedback and support to agents.

Skills

Call centre experience

Team leadership

Communication skills

Organizational skills

Job description

Are you an experienced call centre professional who enjoys leading teams and driving performance?

If so, we think you belong here at Connect Hearing as a Contact Centre Team Lead!

What you will do

The Contact Centre Team Lead supports the day-to-day leadership and operational performance of a team of contact centre agents. This role focuses on coaching, real-time call centre support, and ensuring efficient call handling aligned with clinic operations.

This is a remote, home-based role open to applicants across Canada.

Responsibilities

• Lead, coach, and support contact centre agents to achieve daily and monthly performance targets
• Monitor inbound and outbound call queues to ensure service level expectations are met
• Provide real-time guidance, feedback, and escalation support to agents
• Support onboarding, training reinforcement, and ongoing development of team members
• Monitor individual and team performance metrics including productivity, adherence, and quality
• Assist with outbound calling campaigns and ensure agents are aligned with current priorities
• Support call routing and queue adjustments based on call volume and clinic needs
• Communicate operational updates and changes to ensure accurate customer handling
• Act as a point of contact for workflow issues, system questions, and operational escalations
• Collaborate with leadership and operations teams to support contact centre objectives

Qualifications

• 2+ years of call centre or contact centre experience (required)
• Previous experience as a Team Lead, Senior Agent, or Supervisor preferred
• Experience working with inbound, outbound, or blended call environments
• Strong communication, coaching, and organizational skills
• Ability to manage competing priorities in a fast-paced environment
• Combination of education and experience may be considered

Requirements

• Remote/home office environment
• Ability to work with call centre systems, CRM platforms, and reporting tools
• Schedule flexibility to support operational needs
• Ability to communicate effectively with team members and internal partners

What you get in return:

• Competitive Salary and attractive incentives
• Company issued laptop and office equipmentFull benefits package on Day 1
• Monday – Friday working hours (9am-5pm local time)
• Professional development programs

Career growth and development opportunities!

Who we are

Connect Hearing Canada is one of the strongest networks of hearing care clinics across Canada and is part of the Sonova family of brands. We’re passionate about making a difference in the lives of our clients and transforming hearing health. We offer a competitive compensation package, professional development opportunities, and a supportive workplace.