Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

We’re changing the way people think about customer care, and we need your help!

We’re searching for a Senior Team Lead to provide leadership to Customer Service Representatives and collaborate with Team Leaders on things like performance. training, development and employee recognition. This role is responsible for directing and managing operational activities and contributing to the campus’s overall strategic direction.

As Senior Team Lead, You Will…

• Provide supervision to Customer Service Representatives (CSR) and Team Leads, ensuring proper training, support and customer service is delivered
• Promote professional and personal development of individual team members through performance evaluations, training needs, coaching and career opportunity programs
• Negotiate and mediate with customers or CSRs when required to resolve issues and meet expectations
• Learn and maintain extensive knowledge of client philosophy and service processes to ensure quality customer service
• Interview, select, train and facilitate onboarding for new team members
• Perform data analysis and manage performance
• Authorize and coordinate changes in staffing schedules
• Support business development initiatives

As Senior Team Lead, You Have…

• High school diploma or equivalent (required)
• Some post-secondary education or completion of a post-secondary degree with a major in Business (asset)
• A background in client relationship management (asset)
• 2-3 years of experience in the contact center industry, with at least 2 years in a Team Lead/Supervisory role
• Customer service experience in a high call volume contact center environment (preferred)
• Experience maintaining and developing operational statistics, financial management information and results reporting
• Excellent verbal and written communication skills
• Strong leadership, analytical, problem solving and decision making skills
• The ability to work in and adapt to a fast-paced, dynamic, always changing environment
• The ability to organize and follow-up on multiple tasks with accuracy and timeliness
• The capability to perform intermediate mathematical functions
• The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• The ability to influence and motivate employees to attain program goals
• The ability to work a variety of shifts including days, afternoons, evenings and holidays

IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.

U.S Department of Labor Posters

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.

Benefits of Working as a …

• Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)
• Amazing career growth opportunities