Team Lead (Supervisor) (Overnight)

IntouchCX; Winnipeg; On-site; CAD 42,000 - 60,000; Full time

Job summary

IntouchCX in Winnipeg is seeking a Team Lead (Supervisor) to guide Customer Service Representatives on a daily basis and ensure top-quality service with every interaction. You will learn and maintain brand knowledge, drive training programs, and support career development through performance evaluations and targeted coaching.

You will manage staffing, monitor KPIs, analyze data, and coordinate with cross-functional teams to resolve issues and improve partner success.

Qualifications

• High school diploma or equivalent is required.
• 1-2 years in contact center or customer service with at least 1 year in a supervisory role.
• Experience handling escalated issues in a contact center.
• Ability to type 30 WPM with accuracy.
• Basic knowledge of Google Suite is an asset.

Responsibilities

• Manage and supervise CSRs.
• Ensure proficient training and employee development.
• Manage performance to meet KPIs and SLAs.
• Analyze reports to measure production and identify root causes.
• Develop solutions to improve business performance.
• Motivate teams through coaching and relationship building.
• Create incentive programs to drive outcomes.
• Coordinate staffing schedules with Operations Support/WFM.
• Collaborate with HR, IT, and other departments to resolve issues.
• Contribute expert knowledge in partner meetings.

Skills

Typing 30 WPM

Google Suite

Time management

Organizational skills

Team collaboration

Education

High school diploma

Business-related post-secondary

Tools

Google Sheets

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 (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