Senior Lead, Installations Call Center

Leon's Furniture Limited; Edmonton; On-site; CAD 85,000 - 110,000; Full time

Job summary

Trans Global Service is seeking a Senior Lead, Installations Call Centre to guide the national installation call center's daily operations and service quality. You will supervise inbound/outbound communications, bookings, coordination, and support teams to ensure efficient workflows and consistent customer experiences across the network.

Responsibilities include monitoring performance, coaching staff, driving process improvements, and collaborating with retail partners and internal teams to

Qualifications

• High school diploma or equivalent.
• Minimum of two years of experience in a call center, customer service, service coordination, or a related operational environment.
• Demonstrated experience providing team leadership, coaching, training, or day-to-day operational guidance.
• Strong verbal and written communication skills, with the ability to communicate effectively with customers, associates, management, and internal stakeholders.
• Proven analytical and problem-solving abilities, including the capacity to assess issues, identify root causes, and recommend practical solutions.
• Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.
• Demonstrated commitment to customer service, accuracy, professionalism, and accountability.
• Proficiency with computer systems and business applications, including the ability to learn and use scheduling, work order, call management, and reporting systems.
• Ability to work collaboratively across departments and support consistent service delivery within a national operation.

Responsibilities

• Coordinate and support daily call center activities, including inbound and outbound communications, installation bookings, scheduling, work order processing, and customer inquiries.
• Monitor workloads, service levels, productivity, booking accuracy, and outstanding requests to ensure efficient workflows and consistent service delivery.
• Identify operational challenges, scheduling conflicts, and workflow inefficiencies, taking appropriate action to resolve or eliminate issues.
• Review performance reports and key performance indicators to identify trends, address service gaps, and support departmental objectives.
• Ensure associates follow established procedures, documentation requirements, service standards, and operational priorities.
• Provide day-to-day leadership, guidance, and operational support to call centre associates.
• Conduct call reviews, live coaching, and quality assessments to reinforce professional communication, accuracy, customer service standards, and effective issue resolution.
• Support associate onboarding, training, ongoing development, and the consistent application of call center procedures.
• Monitor individual and team performance, provide constructive feedback, and assist management with performance documentation and development initiatives as required.
• Foster a positive, collaborative, and accountable work environment that promotes continuous learning, professionalism, and consistent performance.
• Support the resolution of escalated customer concerns involving installation bookings, scheduling changes, missed appointments, service delays, incomplete work, and other service-related issues.
• Ensure customer inquiries and concerns are addressed professionally, accurately, and in a timely manner, with appropriate documentation and follow-up.
• Coordinate with regional installation operations, service providers, scheduling teams, and other internal departments to resolve service issues and support successful installation delivery.
• Maintain effective communication between the call center and operational stakeholders to ensure customer commitments, service requirements, and scheduling information are clearly understood.
• Identify recurring customer concerns and operational challenges, escalating matters requiring management involvement and recommending practical solutions.
• Identify opportunities to improve call center workflows, booking accuracy, productivity, customer experience, and overall operational efficiency.
• Analyze performance data, call quality results and recurring service issues to recommend process improvements and support informed decision-making.
• Assist with the development, communication, and implementation of updated procedures, training materials, and operational best practices.
• Maintain accurate records and reporting related to call reviews, coaching, customer escalations, work orders, and operational performance.
• Promote adherence to company policies, approved procedures, documentation standards, and applicable requirements while supporting departmental initiatives and continuous improvement.

Skills

Team leadership

Call center operations

Coaching & training

Communication skills

Data analysis

Education

High school diploma

Tools

Scheduling systems

Call management systems

Reporting systems

Job description

The Senior Lead, Installations Call Centre plays a key leadership role in supporting the day-to-day performance, efficiency, and service quality of Trans Global Service’s national installation call center.

This position provides operational leadership, guidance, and support to call center associates responsible for inbound and outbound customer communications, installation bookings, service coordination, and related inquiries. The Senior Lead helps ensure daily workflows are managed effectively, established service standards are consistently followed, and customer inquiries and operational challenges are addressed accurately and professionally.

The role is responsible for monitoring call center performance, conducting call reviews, coaching associates, supporting training and development, resolving escalated customer concerns, and identifying opportunities to improve productivity and service delivery. Working closely with management and internal operational teams, the Senior Lead also supports effective communication between the call center and our retail partners, customers and internal teams to help resolve scheduling challenges, address service issues, and maintain a consistent customer experience across the national installation network.

The successful candidate will combine strong communication and leadership skills with sound judgment, analytical thinking, and a practical understanding of call center operations. Through effective day-to-day coordination, employee development, and continuous improvement, the Senior Lead contributes to the successful delivery of installation services and the achievement of departmental performance objectives.

Minimum Qualifications:

• High school diploma or equivalent.
• Minimum of two years of experience in a call center, customer service, service coordination, or a related operational environment.
• Demonstrated experience providing team leadership, coaching, training, or day-to-day operational guidance.
• Strong verbal and written communication skills, with the ability to communicate effectively with customers, associates, management, and internal stakeholders.
• Proven analytical and problem-solving abilities, including the capacity to assess issues, identify root causes, and recommend practical solutions.
• Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.
• Demonstrated commitment to customer service, accuracy, professionalism, and accountability.
• Proficiency with computer systems and business applications, including the ability to learn and use scheduling, work order, call management, and reporting systems.
• Ability to work collaboratively across departments and support consistent service delivery within a national operation.

Preferred Qualifications:

• Experience in appliance installation, furniture assembly, home delivery, logistics, field service, or a related service-based industry.
• Experience supporting a multi-location or national call center operation.
• Experience conducting call quality reviews, monitoring key performance indicators, and providing structured employee feedback.
• Familiarity with call center service levels, productivity measures, booking accuracy, workforce coordination, and quality assurance practices.
• Experience resolving escalated customer concerns and coordinating solutions across multiple departments.
• Experience supporting process improvement initiatives, workflow optimization, and the implementation of new procedures.
• Demonstrated ability to analyze operational reports and use performance data to support decision-making.
• Bilingual proficiency in English and French is considered an asset.

Key Responsibilities

1. Call Centre Operations & Performance

• Coordinate and support daily call center activities, including inbound and outbound communications, installation bookings, scheduling, work order processing, and customer inquiries.
• Monitor workloads, service levels, productivity, booking accuracy, and outstanding requests to ensure efficient workflows and consistent service delivery.
• Identify operational challenges, scheduling conflicts, and workflow inefficiencies, taking appropriate action to resolve or eliminate issues.
• Review performance reports and key performance indicators to identify trends, address service gaps, and support departmental objectives.
• Ensure associates follow established procedures, documentation requirements, service standards, and operational priorities.

2. Team Leadership, Coaching & Quality Assurance

• Provide day-to-day leadership, guidance, and operational support to call centre associates.
• Conduct call reviews, live coaching, and quality assessments to reinforce professional communication, accuracy, customer service standards, and effective issue resolution.
• Support associate onboarding, training, ongoing development, and the consistent application of call center procedures.
• Monitor individual and team performance, provide constructive feedback, and assist management with performance documentation and development initiatives as required.
• Foster a positive, collaborative, and accountable work environment that promotes continuous learning, professionalism, and consistent performance.

3. Customer Service & Operational Coordination

• Support the resolution of escalated customer concerns involving installation bookings, scheduling changes, missed appointments, service delays, incomplete work, and other service-related issues.
• Ensure customer inquiries and concerns are addressed professionally, accurately, and in a timely manner, with appropriate documentation and follow-up.
• Coordinate with regional installation operations, service providers, scheduling teams, and other internal departments to resolve service issues and support successful installation delivery.
• Maintain effective communication between the call center and operational stakeholders to ensure customer commitments, service requirements, and scheduling information are clearly understood.
• Identify recurring customer concerns and operational challenges, escalating matters requiring management involvement and recommending practical solutions.

4. Process Improvement, Reporting & Compliance

• Identify opportunities to improve call center workflows, booking accuracy, productivity, customer experience, and overall operational efficiency.
• Analyze performance data, call quality results and recurring service issues to recommend process improvements and support informed decision-making.
• Assist with the development, communication, and implementation of updated procedures, training materials, and operational best practices.
• Maintain accurate records and reporting related to call reviews, coaching, customer escalations, work orders, and operational performance.
• Promote adherence to company policies, approved procedures, documentation standards, and applicable requirements while supporting departmental initiatives and continuous improvement.