Team Leadership & People Management
Lead, coach, and motivate a team of bilingual client service representatives handling chat and inbound customer interactions.
Conduct regular one-on-one meetings, team huddles, coaching, and performance reviews.
Build a high-performance culture focused on customer satisfaction, accountability, and continuous improvement.
Manage employee engagement, development plans, and career progression.
Support recruitment, onboarding, training, and talent retention initiatives.
Operations Management
Monitor daily operational performance to ensure achievement of service levels and business KPIs.
Manage staffing, scheduling adherence, and productivity targets.
Ensure seamless service delivery across chat and voice support channels.
Handle real-time escalations and provide timely resolutions.
Coordinate with Workforce Management and Operations teams to optimize resource utilization.
Quality & Customer Experience
Drive customer satisfaction and service excellence through effective coaching and feedback.
Review quality evaluations, identify trends, and implement action plans.
Ensure compliance with client policies, procedures, and service standards.
Monitor customer interactions to maintain quality, professionalism, and regulatory compliance.
Performance Management
Track and analyze performance metrics including:
oNPS/CSAT (Customer Satisfaction)
oQuality Scores
oService Level Achievement
oAHT (Average Handle Time)
oProductivity
oAttendance & Adherence
oFirst Contact Resolution (FCR)
Develop and execute performance improvement plans when required.
Prepare and present operational reports to management.
Stakeholder Management
Serve as a key point of contact between operations management and frontline teams.
Collaborate with Training, Quality, Workforce Management, HR, and Client stakeholders.
Participate in client reviews and business meetings as required
##LI-DNI
Bachelor's Degree or equivalent experience.
Minimum 5-6 years of experience in a Contact Center/BPO/Customer Service environment.
Minimum 3 years of people management or Team Leader experience.
Experience managing teams supporting Chat and Inbound Voice processes.
Strong understanding of contact center metrics and operational management.
Language Requirements
Advanced to Fluent proficiency in English (written and verbal)
Advanced to Fluent proficiency in French (written and verbal)
Preferred
Experience supporting French-speaking customers or markets (France, Canada, Belgium, Switzerland, etc.)
Key Competencies
Leadership and Team Development
Coaching and Mentoring
Customer Service Excellence
Conflict Resolution
Performance Management
Analytical and Problem-Solving Skills
Stakeholder Management
Effective Communication
Decision-Making
Multitasking in a Fast-Paced Environment
Technical Skills
Contact Center Platforms (Genesys, Cisco, NICE, Avaya, etc.)
CRM Tools (Salesforce, Dynamics, Zendesk, ServiceNow, etc.)
Microsoft Office Suite (Excel, Word, PowerPoint)
Reporting and Dashboard Analysis
Preferred Candidate Profile
Strong bilingual communication skills in English and French.
Demonstrated ability to lead multicultural teams.
Experience in customer support, client services, or contact center operations.
Proven track record of achieving operational KPIs while maintaining high employee engagement and customer satisfaction.
Flexible to support shifts aligned with international customer requirements.
Designing better ways to work through cutting-edge products, premium services and exceptional experiences that enable people to reach their full potential. HR, Talent, Time Management, Benefits and Payroll. Informed by data and designed for people.
