Team Lead (Supervisor)

IntouchCX; Calgary; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, vision, and dental benefits

Paid time off

Career growth opportunities

Job summary

IntouchCX is seeking a Team Lead (Supervisor) in Calgary to guide Customer Service Representatives, ensure high-quality customer interactions, and drive performance across programs. You will learn partner brands, products, and processes while shaping career paths through coaching and training.

The role emphasizes hands-on supervision, data-driven improvement, and collaboration with cross-functional teams to deliver exceptional customer experiences in a fast-paced environment.

Qualifications

• Minimum high school diploma required or equivalent; post-secondary in Business considered.
• 1–2 years in contact center or customer service with 1 year in a leadership role.
• Ability to type ≈30 WPM with accuracy; strong time management and organizational skills.

Responsibilities

• Manage and supervise CSRs and promote performance excellence.
• Ensure training, development and engagement to retain staff.
• Monitor KPIs and SLAs; analyze reports to identify root causes of underperformance.
• Develop coaching approaches and incentive programs to drive outcomes.
• Coordinate staffing with Operations Support/Workforce Management teams.
• Collaborate with HR, IT and other departments to resolve issues and improve partner outcomes.

Skills

Team leadership

People management

Performance analysis

Coaching

Staff scheduling

Communication

Problem solving

Education

High school diploma or equivalent

Post-secondary education in Business

Tools

Google Sheets

Google Slides

Google Docs

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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 (Supervisor) 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 (Supervisor), 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 (Supervisor), 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)
• 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

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.

Benefits of Working as a Team Lead (Supervisor)…

• Industry-leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities