Contact Centre Team Lead

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

Job summary

A leading hearing care company is looking for a Contact Centre Team Lead in Canada. This remote position requires experience in call centres and strong coaching skills to support team members in achieving performance targets. You will provide real-time assistance and ensure efficient call handling. The role offers competitive salary and full benefits from day one, along with opportunities for career growth in a supportive workplace.

Benefits

Competitive salary

Company-issued laptop and office equipment

Full benefits package on Day 1

Qualifications

• 2+ years of call centre or contact centre experience required.
• Previous experience as a Team Lead, Senior Agent, or Supervisor preferred.
• Ability to work in a remote/home office environment.

Responsibilities

• Lead, coach, and support contact centre agents to achieve performance targets.
• Monitor inbound and outbound call queues for service level expectations.
• Provide real-time guidance and feedback to agents.

Skills

Strong communication

Coaching

Organizational skills

Ability to manage competing priorities

Tools

Call centre systems

CRM platforms

Reporting tools

Job description

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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 equipment
• Full benefits package on Day 1
• Monday – Friday working hours (9am-5pm local time)

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.

Sonova is an equal opportunity employer

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.