Customer Service Team Lead: Coach & Performance

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

Job summary

Aplin is seeking an experienced Team Lead in Winnipeg to guide and support a team of Customer Service Representatives. The role focuses on driving performance, delivering exceptional customer experiences, and fostering a positive, high-performing environment through coaching and development.

The Team Lead will monitor KPIs, coach staff, and collaborate with workforce management to optimize schedules. Candidates should have a high school diploma and 6 months to 1 year of leadership experience in

Qualifications

• Minimum 6 months to 1 year of leadership or supervisory experience in a contact centre or customer service environment.
• Experience managing escalated customer concerns.
• Proficiency with Microsoft Office applications and reporting tools.

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 development.
• Monitor KPIs and service levels to ensure targets are met.
• Analyze reports to identify trends and opportunities for improvement.
• Develop action plans to improve team performance and customer satisfaction.
• Coordinate schedule adjustments in collaboration with workforce management.
• Handle customer escalations and provide guidance on complex issues.

Skills

Team Leadership

Coaching

Communication

Analytical Skills

Education

High School Diploma

Post-secondary in Business (asset)

Tools

Microsoft Office

Job description

Aplin is seeking an experienced Team Lead in Winnipeg to guide and support a team of Customer Service Representatives. The role focuses on driving performance, delivering exceptional customer experiences, and fostering a positive, high-performing environment through coaching and development.

The Team Lead will monitor KPIs, coach staff, and collaborate with workforce management to optimize schedules. Candidates should have a high school diploma and 6 months to 1 year of leadership experience in