Team Coordinator

IntouchCX; Winnipeg; On-site; CAD 42,000 - 52,000; Full time

Job summary

IntouchCX, Winnipeg, is seeking a Team Coordinator to guide Customer Service Representatives, ensuring consistent quality in customer interactions and brand alignment.

You will learn client language, promote CSR development, and uphold company values while supporting daily operations and performance goals.

Qualifications

• High school diploma or equivalent (required).
• 2+ years in call center or customer service.
• Experience in coaching and mentoring.
• Knowledge of call center systems, ACD/IVR and performance metrics.
• Ability to work days, evenings, holidays.
• Superior listening, verbal and written communication.
• MS Office (Word, Excel, PowerPoint).
• Type at least 30 WPM with accuracy.
• Lead by example; use critical thinking and problem solving.
• Build rapport with clients and interact with teams at all levels.
• Engaging speaker, facilitator, and communicator.
• Develop employees through positive motivation.
• Strong analytical and decision skills.
• Comfort with technology and change.
• Adaptable to change and innovation.
• Model cultural values and professional behavior.
• Time management and organization to meet deadlines.

Responsibilities

• Represent client partners and learn their brand, philosophy, promotions and processes.
• Advocate and model for CSRs.
• Promote development through feedback, training needs, and career programs.
• Perform other duties as assigned.

Skills

Leadership

Coaching & Mentoring

Communication

MS Office

Typing 30 WPM

Time management

Problem solving

Adaptability

Client relations

Call center exp

Education

High School Diploma

Tools

ACD/IVR systems

Job description

About the Job

The Team Coordinator plays a critical role within IntouchCX. The ideal candidate will provide front-line direction to our Customer Service Representatives, and ensure quality service is provided in every customer interaction.

As Team Coordinator, You Will…

• Represent our client partners, and learn and maintain knowledge of client brand and philosophy, as well as promotions and processes

• Be advocates and role models for our CSRs

• Promote the professional and personal development of individual team members by administering call evaluation feedback, training needs, and career opportunity programs

• Perform other duties as assigned

As Team Lead Coordinator, You Have…

• High school diploma or equivalent (required)

• 2+ years experience in the call center and/or customer service industry

• Experience in coaching and mentoring

• Knowledge of call center systems, ACD/IVR and performance statistics

• Ability to work a variety of shifts, including days, evenings, and holidays

• Superior communication skills: Listening, verbal and written

• Skills in MS Office programs (Word, Excel and PowerPoint)

• Ability to type 30 WPM with accuracy

• Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations

• Ability to build rapport with clients and interact with team members at various position levels

• Engaging and successful communicator, speaker, and facilitator

• Ability to develop employees through positive motivation

• Strong analytical, problem solving and decision-making skills

• Comfort with technology and frequent technological change

• Adaptable to change and innovation

• Act as a role model and exemplify behaviors in line with our cultural values

• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner