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Customer Service Team Leader

Customer Service Team Leader

Posted 4 months ago

The Team Leader, Customer Service Centre (CSC) is responsible for managing a team of agents. This includes monitoring and achieving team objectives, providing ongoing training and coaching and ensuring customers have a positive experience.

Duties and Responsibilities:

  • Provide training, coaching and support to team members
  • With the Manager, establish priorities and delegate workload for the team
  • Lead and inspire CSC agents to deliver excellent levels of customer satisfaction
  • Assist staff with the identification and timely processing of priority items (rushes, misplaced packages, etc.) and organization of daily work
  • Manage all escalations within the CSC, working with the customer to resolve concerns if needed
  • Assist team members with work load, as required by volume and deliverables
  • Contribute to and ensure a positive team atmosphere
  • Effectively use business tools to monitor team’s performance, call quality and adherence to policies and procedures


  • Post-secondary education in associated field and/or related experience
  • Minimum 2 years of Call Centre experience
  • Bilingual (English/French)
  • Knowledge of customer service best practices
  • Experience in data analysis
  • Knowledge of CC equipment/software (e.g. Aircall and Gorgias) an asset
  • Knowledge of the retail industry an asset

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