Job Description

Job Type: Full-time, Permanent
Compensation: Starting at $60,000 CAD per year
Scheduled Hours: 37.5 hours per week

Join New Era Technology

New Era Technology is seeking a motivated and organized Bilingual BPO Team Lead to support our growing operations team in Saint-Jean-sur-Richelieu.

This role is ideal for someone with team leadership, administrative, customer service, or contact center experience who is looking to expand their operational management skills in a fast-paced and collaborative environment.

As a Team Lead, you will oversee daily operations for a Parking Enforcement program while supporting service delivery activities across other customer service and contact center programs.

You'll have the opportunity to lead employees, improve processes, track performance metrics, and contribute directly to client success.

HIERARCHY: The BPO Onsite Team Lead reports directly to the BPO Senior Manager who reports to the Customer Success Director who reports to the Executive Vice President CX Practice who reports to the Executive Vice President of Professional and Field Services division who reports to the Chief Executive Officer

What You'll Be Doing :

Primary Tasks And Responsibilities

Team Leadership:

• Provide day-to-day support and guidance to employees
• Assist with onboarding and training new team members
• Promote a positive and productive team environment
• Help employees achieve quality and performance goals
• Support performance coaching and recognition activities

Operations Support:

• Coordinate daily Parking Enforcement processing activities
• Monitor work volumes and ensure tasks are completed on time
• Assist with customer payment processing and record keeping
• Support document management, printing, scanning, and mailing activities
• Help maintain quality standards and operational accuracy

Reporting & Administration:

• Track operational metrics and team performance
• Assist with creating reports and PowerPoint presentations
• Update spreadsheets and operational documentation
• Support scheduling and workforce planning activities
• Participate in monthly client reporting processes

Office Coordination :

• Assist with office organization, supplies, and equipment management
• Coordinate shipping and receiving activities
• Help maintain inventory records
• Support general office operations and vendor coordination

Additional Responsibilities:

• Participate in continuous improvement initiatives
• Support special projects as needed
• Perform other related duties as assigned

What We're Looking For

Required Qualifications:

• Fluent in both English and French (spoken and written)
• 2+ years of experience in a customer service, contact center, administrative, operations, or team lead role
• Previous experience leading, mentoring, or coaching employees
• Strong organizational and multitasking skills
• Excellent communication and interpersonal skills
• Strong Microsoft Office skills, particularly Excel, Outlook, and PowerPoint
• Ability to prioritize work and meet deadlines
• Ability to work onsite in Saint-Jean-sur-Richelieu three days per week

Preferred Qualifications :

• Experience in a contact center, BPO, municipal, administrative, or customer service environment
• Experience tracking KPIs or performance metrics
• Familiarity with scheduling or workforce planning
• Experience using CRM or customer service software
• Experience with payment processing or cash handling
• Experience with Genesys or other contact center platforms is considered an asset

Don't meet every qualification? We encourage you to apply. We're looking for individuals with strong leadership potential, organizational skills, and a commitment to delivering excellent customer service.

Language Skills :

• Fluency in French and English (spoken and written) is mandatory.
• Over 80% of New Era’s clientele is English-speaking.

Location Requirement

This hybrid position requires employees to work onsite in Saint-Jean-sur-Richelieu, Quebec, three days per week Applicants must reside within reasonable commuting distance of the office.

Expected Hours Of Work:

Typically, Monday through Friday, standard business hours.

Travel :

Minimal to none.

Why Join New Era?

• Competitive salary of $60,000 CAD
• Hybrid work arrangement
• Monday to Friday schedule (37.5 hours per week)
• Paid training
• Supportive leadership team
• Career development opportunities
• Group benefits after probation
• RRSP program
• Paid vacation and holidays
• Growing global technology organization

BENEFITS AND COMPENSATION DETAILS:

Benefits:

• Computer equipment provided.
• No sales or solicitation.
• 37.5 hours per week, Monday to Friday.
• Dynamic work environment and great team.
• Paid training.
• Quick onboarding.

Compensation:

• Starting salary: $60,000/yr (CAD)
• Two paid sick days (after 3 months of employment).
• Two weeks of vacation.
• RRSP program (available after 6 months of employment).
• Paid holidays.
• Group insurance (available after 3 months).

Qualifications: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status.

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.