Customer Service Team Lead: Coach, Grow & Excel

Aplin; Winnipeg; On-site; CAD 48,000 - 50,000; Full time

Job summary

Aplin is seeking an experienced Team Lead to guide a Winnipeg customer service team. You will coach, develop, and evaluate performance to drive exceptional customer experiences and a high-performing work environment.

Responsibilities include monitoring KPIs, analyzing metrics, implementing improvements, and coordinating schedules with workforce management while handling escalations and maintaining product knowledge.

Qualifications

• Minimum one year of leadership or supervisory experience in a contact centre or customer service environment.
• Experience managing escalated customer concerns.
• Ability to type a minimum of 30 words per minute with accuracy.
• Experience creating and interpreting reports and performance metrics.
• Strong leadership, coaching, and employee development skills.
• Excellent communication, interpersonal, and conflict resolution abilities.
• Strong analytical, organizational, and problem-solving skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.

Responsibilities

• Lead, coach, and support a team of Customer Service Representatives to achieve performance and service excellence.
• Deliver ongoing coaching, feedback, and performance evaluations to promote employee development and engagement.
• Monitor operational performance and ensure KPIs and service level targets are consistently met.
• Analyze reports and performance metrics to identify trends, opportunities, and areas for improvement.
• Develop and implement action plans to improve team performance and customer satisfaction.
• Motivate and recognize employees through coaching, performance management and incentive initiatives.
• Assist with workforce planning and coordinate schedule adjustments in collaboration with workforce management.
• Handle customer escalations and provide guidance on complex service issues.
• Maintain a thorough understanding of products, services, policies and procedures to effectively support the team.
• Foster a positive, collaborative, and customer-focused team culture.
• Perform other related duties as assigned.

Skills

Leadership

Coaching

Customer service

Communication

Analytical

Multitasking

Conflict resolution

Performance feedback

Education

High school diploma

Business education asset

Tools

Microsoft Office

Google Workspace

Job description

Aplin is seeking an experienced Team Lead to guide a Winnipeg customer service team. You will coach, develop, and evaluate performance to drive exceptional customer experiences and a high-performing work environment.

Responsibilities include monitoring KPIs, analyzing metrics, implementing improvements, and coordinating schedules with workforce management while handling escalations and maintaining product knowledge.