Role Summary:
A Team Lead is responsible for overseeing daily operations within a specific shift, ensuring that tasks are completed efficiently and effectively. Their duties include supervising staff, delegating tasks, maintaining safety and quality standards, addressing customer concerns, managing schedules, and ensuring compliance with company policies. They also monitor performance metrics, provide training and support to team members, and handle any operational issues that arise during their shift to ensure smooth business functioning.
Job Details:
- Shifting Schedule including weekends (5-day work week)
- Location: Eastwood QC
- Hybrid work setup (Onsite Days - Wednesday and Thursday / Work from Home Days - Monday, Tuesday, Friday (Saturday & Sunday))
Responsibilities & Tasks:
Operations Management
- Ensure shift is SLA compliant
- Address customer inquiries, concerns, and complaints professionally, ensuring a positive experience
- Document incidents and irregularities and report ongoing issues to middle or upper management
- Develop and implement support policies and procedures
- Provides final resolution on customer complaints and escalated cases
- Respond to Client’s Emails, and Live Chats\
- Answer inbound calls and respond to customer inquiries
- Monitors and ensures that inbound calls are handled in a timely manner (Call Queue Monitoring)
- Coordinate with other departments to address customer needs
- Accomplishes and submits Supervisor’s daily and monthly reports
- Ensure efficient and smooth daily operations, monitor product quality, and maintain a clean and organized work environment
- Handles VIP Client support
- Analyze customer feedback to identify areas for improvement and help develop strategies to enhance overall customer experience
- Prepares team shift and task schedule
People Management
- Managing and mentoring staff
- Coordinate activities, delegate tasks, and provide guidance and support to team members during the shift
- Monitoring team performance through metrics
- Mediate conflicts among team members, resolve operational issues, and make effective decisions under pressure
- Onboard and train new employees, provide ongoing coaching, and reinforce company standards
Others
- Other tasks and responsibilities may be required by the business to ensure operational continuity and support overall company objectives
Qualifications
- Bachelor’s degree in Business Administration, Management, or any related field.
- Minimum of 2 years of teamlead/supervisory, or people management experience in a call center or BPO environment.
- Experience in Supply Chain, Trade, Logistics, or related industries is an advantage but not required.
- Demonstrated ability to lead a team, manage performance, and drive productivity while maintaining quality standards.
- Willingness and ability to learn business processes, operational systems, and client-specific requirements.
Skills and Competencies Required
- Excellent interpersonal, written and verbal communication, problem-solving, and presentation skills.
- Self-motivated, proactive, and results-oriented, with the ability to work independently and take ownership of responsibilities.
- Highly organized, reliable, and detail-oriented, with strong time management and prioritization skills.
- Practical and resourceful in resolving day-to-day operational issues promptly, while maintaining the ability to see the bigger picture and identify opportunities for process improvement.
- Strong analytical and decision-making skills, with the ability to assess situations, identify root causes, and implement effective solutions.
- Effective leadership and people management skills, including coaching, motivating, and supporting team members to achieve operational goals.
- Ability to manage multiple priorities, meet deadlines, and adapt to changing business requirements.
- Strong sense of accountability, professionalism, and commitment to service quality and continuous improvement.