Team Lead (Supervisor) (Overnight)

IntouchCX; Winnipeg; On-site; CAD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, vision & dental

Paid time off

Career growth opportunities

Job summary

IntouchCX in Winnipeg is seeking a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives, ensuring quality service with every interaction.

This role involves training, performance evaluations, and career pathing, with a focus on maintaining brand knowledge, processes, and partner expectations.

The ideal candidate will have 1–2 years in a contact center or customer service role and proven supervisory experience.

Qualifications

• 1–2 years of contact center or customer service experience, with at least 1 year in a supervisory role.
• Strong leadership and people development mindset.
• Comfort with performance metrics and coaching.
• Ability to manage staffing and schedules.

Responsibilities

• Manage and supervise CSRs to ensure quality service.
• Deliver training and professional development to staff.
• Monitor KPIs and SLAs; identify root causes of underperformance.
• Provide real-time coaching and motivate teams.
• Collaborate with HR and IT to resolve issues.
• Support partner meetings with knowledgeable input.
• Ensure CSRs understand partner products and promotions.

Skills

Team leadership

Customer service

Supervisory experience

Training & development

Education

High school diploma

Post-secondary education in Business

Tools

Google Suite

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 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.

Benefits of Working as a Team Lead (Supervisor)…

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