Customer Service Team Lead: Coach, Optimize & Grow KPIs

IntouchCX; Winnipeg; On-site; CAD 42,000 - 60,000; Full time

Job summary

IntouchCX in Winnipeg is seeking a Team Lead (Supervisor) to guide Customer Service Representatives on a daily basis and ensure top-quality service with every interaction. You will learn and maintain brand knowledge, drive training programs, and support career development through performance evaluations and targeted coaching.

You will manage staffing, monitor KPIs, analyze data, and coordinate with cross-functional teams to resolve issues and improve partner success.

Qualifications

• High school diploma or equivalent is required.
• 1-2 years in contact center or customer service with at least 1 year in a supervisory role.
• Experience handling escalated issues in a contact center.
• Ability to type 30 WPM with accuracy.
• Basic knowledge of Google Suite is an asset.

Responsibilities

• Manage and supervise CSRs.
• Ensure proficient training and employee development.
• Manage performance to meet KPIs and SLAs.
• Analyze reports to measure production and identify root causes.
• Develop solutions to improve business performance.
• Motivate teams through coaching and relationship building.
• Create incentive programs to drive outcomes.
• Coordinate staffing schedules with Operations Support/WFM.
• Collaborate with HR, IT, and other departments to resolve issues.
• Contribute expert knowledge in partner meetings.

Skills

Typing 30 WPM

Google Suite

Time management

Organizational skills

Team collaboration

Education

High school diploma

Business-related post-secondary

Tools

Google Sheets

Job description

IntouchCX in Winnipeg is seeking a Team Lead (Supervisor) to guide Customer Service Representatives on a daily basis and ensure top-quality service with every interaction. You will learn and maintain brand knowledge, drive training programs, and support career development through performance evaluations and targeted coaching.

You will manage staffing, monitor KPIs, analyze data, and coordinate with cross-functional teams to resolve issues and improve partner success.