Remote Call Center Leader: Coach & KPI Optimizer

Mashreq Bank; Montreal; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading financial institution is seeking an experienced Call Center Supervisor to lead their remote team in Montreal. You will oversee daily operations, ensuring high-quality customer interactions and mentoring team members. The ideal candidate has a strong background in customer service, excellent leadership skills, and experience in managing remote teams. This fully remote role offers competitive salary and flexible hours.

Benefits

Competitive salary

Flexible scheduling

Performance-based bonuses

Career development opportunities

Paid time off

Modern collaboration tools

Supportive team culture

Qualifications

• 3 years of experience in a call center environment.
• 1 year in a supervisory or team lead role.
• Experience with managing remote teams.

Responsibilities

• Supervise daily operations to meet KPIs.
• Monitor agent performance through dashboards.
• Provide coaching and training to the team.

Skills

Leadership skills

Understanding call center metrics

Communication abilities

Mentoring skills

Analytical skills

Tools

CRM systems

Google Workspace

Slack

Job description

A leading financial institution is seeking an experienced Call Center Supervisor to lead their remote team in Montreal. You will oversee daily operations, ensuring high-quality customer interactions and mentoring team members. The ideal candidate has a strong background in customer service, excellent leadership skills, and experience in managing remote teams. This fully remote role offers competitive salary and flexible hours.