Seeking English Speaking Customer Service Team Lead – Laval, QC

Humania BPO

Seeking English Speaking Customer Service Team Lead – Laval, QC

Immediate Superior:

Client Success Manager

Job Description:

Under the responsibility of the Client Success Manager, the Team Lead will be responsible for supervising, supporting and developing a team of customer service representatives. The Team Lead will also have to communicate the campaign objectives to the team and ensure each objective is reached and maintained on a daily basis.

Main Responsibilities:

  • Train, supervise and coach a team of customer service representatives;
  • Develop and communicate the client’s performance objectives and expectations to his team;
  • Create and share reports for optimal understanding/management of activities;
  • Ensure that the performance indicators and the integrity of the reported data meet our objectives and those of our clients;
  • Support the representatives in their day-to-day activities to help them improve their individual performance and achieve the goals that have been set for the team;
  • Listening to and evaluating the quality of service offered by the representatives and providing constructive feedback to them;
  • Evaluate business processes and make recommendations for maximizing productivity;
  • Plan and manage the workforce according to the requirements of the campaigns;
  • If necessary, implement an Individual Development Plan and/or an Escalation Process to ensure adherence and performance;
  • Act as the representative of the Client Success Manager during his vacations/absences;
  • Perform other related duties.

Qualifications and Skills:

  • Have one year of call center experience and exceed operational performance objectives;
  • Have 2 years experience as a Team Lead in an operational team;
  • Master the Microsoft Office Suite;
  • Be fluent in English, both orally and in writing (essential);
  • Be flexible on schedule to ensure that operational requirements are met (day, evening, weekend).

Qualities Sought:

  • Excellent interpersonal and communication skills;
  • Demonstrate strong organizational skills;
  • Demonstrate a high ability to work under pressure;
  • Demonstrate rigour and autonomy;
  • Ability to analyze and take initiative.

For more information, please contact us at the following e-mail address :