Bilingual Customer Service Team Lead

• Supervise overall call traffic, manage daily schedules, and ensure team adherence to policies and procedures
• Provide ongoing 1-on-1 and group coaching, training, and onboarding to help team members reach their full potential
• Act as the primary point of contact for daily operations, resolving complex customer inquiries and escalated issues
• Monitor and audit team performance against quality metrics and KPIs
• recommend performance action plans where needed
• Prepare, analyze, and present internal and external quality reports for management review
• Track trends to identify training gaps, update training manuals/memos, and implement refresher training
• Coordinating emails donations and all deliveries to food banks

• High School Diploma or GED equivalent
• Must be fully fluent in both English and French (written and verbal)
• Proven track record in a leadership, supervisory, or relevant project-based role
• Exceptional listening, analytical, and conflict-resolution abilities with high emotional intelligence
• Experience utilizing contact center software and the ability to interpret complex KPIs to drive qualitative improvement
• A positive attitude, a passion for mentoring others, and the ability to thrive independently or as part of a team
• Must be able to successfully pass a standard 5-year background check

2+ years of contact center experience

• Medical, vision, and dental coverage
• Employee Assistance Program (EAP)
• Short/long-term disability options
• Registered Retirement Savings Plan (RRSP) program options
• Paid training
• Ongoing professional development
• Free on-site parking