Operations Team Leader – Call Center (French & English)

About the role

The Operations Team Leader will manage a team of Customer Service Representatives in a bilingual (French and English) call centre environment. You will ensure that daily operations meet performance targets, provide coaching, and drive continuous improvement to support both customer satisfaction and business goals.

Key responsibilities

• Lead and supervise a team of CSRs handling customer support, issue resolution, and sales activities.
• Set individual and team goals aligned with company and client objectives.
• Monitor daily, weekly and monthly performance metrics and ensure targets are met or exceeded.
• Provide coaching, mentoring and constructive feedback to improve performance.
• Manage call queues, staffing and resources to meet service level agreements.
• Handle escalation calls and assess agents’ readiness for complex situations.
• Prepare and submit regular performance reports, highlighting top and bottom performers.
• Track attendance, overtime and night differential for payroll processing.
• Address employee concerns and act as liaison with HR for grievance handling.
• Identify performance gaps and implement improvement initiatives, including incentive programs and team engagement activities.

Required profile

• Bachelor’s degree in any field.
• At least 1 year of call‑center experience, preferably in a supervisory or leadership role.
• Completion of internal training programs such as PEP courses, Client Certification, HR for Non‑HR, WFM Orientation, LEAD and Six Sigma Yellow Belt.
• Experience in customer care, sales, marketing or technical support is an advantage.

Required skills

• Six Sigma Yellow Belt
• Familiarity with call‑center metrics and reporting tools (e.g., Baleen)