Team Lead (French/English Bilingual)

IntouchCX; Winnipeg; On-site; CAD 52,000 - 68,000; Full time

Job summary

IntouchCX in Winnipeg is seeking a Team Lead (French/English bilingual) to provide frontline direction to Customer Service Representatives, ensuring quality service with every interaction and promoting professional development through evaluations and training.

You will learn partner brands, manage schedules with Workforce Management, analyze reports, and coach teams to meet KPIs and SLAs while collaborating with HR and IT to resolve issues.

Qualifications

• High school diploma or equivalent.
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered).
• Must be fluent in French and English, written and oral.
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role.
• Experience dealing with escalated issues in a contact center capacity.
• The ability to type 30 WPM with accuracy.
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset.
• The ability to use spreadsheet applications to maintain and develop operational reporting.
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner.
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment.
• The ability to work a variety of shifts, including days, evenings and holidays.

Responsibilities

• Manage and supervise CSRs.
• Ensure proficient training, professional development and employee engagement.
• Manage operational performance to meet KPIs and SLAs.
• Analyze reports and data to measure production and identify root causes.
• Use critical thinking to develop solutions to improve business performance.
• Motivate teams through coaching and relationship building.
• Develop incentive programs to motivate CSRs.
• Coordinate staffing changes with Operations/Workforce Management teams.
• Collaborate with HR, IT, and other departments to resolve issues.
• Bring expert knowledge of partner products and promotions.
• Demonstrate a positive work ethic and embody our cultural values.
• Act as a role model and promote our 10 Things.

Skills

Bilingual (French/English)

Team leadership

Coaching & training

KPIs & SLAs

Analytical thinking

Time management

Independent & team work

Education

High school diploma or equivalent

Post-secondary education in Business or related field

Tools

Google Workspace (Sheets, Docs, Slides)

Spreadsheet reporting

Job description

About the Job

We’re changing the way people think about customer care, and we need your help!

We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Team Lead (French/English Bilingual), You Will

• Manage and supervise CSRs

• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees

• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements

• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas

• Use critical thinking to develop solutions to improve business performance and partner success

• Motivate teams through relationship building and real-time coaching

• Develop incentive programs to motivate CSRs to achieve desired outcomes

• Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team

• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues

• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

• Gain expert level knowledge on all partner products and promotions

• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes

• Act as a role model and exemplify our 10 Things (cultural values)

As Team Lead (French/English Bilingual), You Have

• High school diploma or equivalent (required)

• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)

• Must be fluent in French and English, written and oral

• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role

• Experience dealing with escalated issues in a contact center capacity

• The ability to type 30 WPM with accuracy

• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset

• The ability to use spreadsheet applications to maintain and develop operational reporting

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

• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

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