Remote Contact Centre Team Lead – Coaching & Performance

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

Job summary

A leading hearing care network is seeking a Contact Centre Team Lead to support the operational performance of contact centre agents. This remote role requires at least 2 years of call centre experience and strong leadership skills. You will guide agents, ensure efficient call handling, and contribute to operational objectives. The position offers a competitive salary, full benefits from Day 1, and opportunities for professional development while working Monday to Friday, 9 AM - 5 PM.

Benefits

Competitive Salary and incentives

Company issued laptop and office equipment

Full benefits package from Day 1

Professional development programs

Qualifications

• 2+ years of call centre or contact centre experience required.
• Previous experience as a Team Lead or Supervisor preferred.
• Strong communication, coaching, and organizational skills needed.

Responsibilities

• Lead and coach contact centre agents to achieve performance targets.
• Monitor call queues to ensure service level is met.
• Provide real-time feedback and support to agents.

Skills

Call centre experience

Team leadership

Communication skills

Organizational skills

Job description

A leading hearing care network is seeking a Contact Centre Team Lead to support the operational performance of contact centre agents. This remote role requires at least 2 years of call centre experience and strong leadership skills. You will guide agents, ensure efficient call handling, and contribute to operational objectives. The position offers a competitive salary, full benefits from Day 1, and opportunities for professional development while working Monday to Friday, 9 AM - 5 PM.