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 & English) call‑center environment. You will ensure that daily operations meet client standards, drive performance improvements, and support the professional growth of your team.

Key responsibilities

• Lead and supervise CSRs in 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 produce regular reports.
• Provide coaching, mentoring and constructive feedback to improve productivity.
• Manage call queues, staffing levels and service‑level targets.
• Handle escalations and assess agents’ readiness for complex interactions.
• Coordinate with other Team Leaders and the Operations Manager to resolve operational challenges.
• Administer payroll templates, track attendance, overtime and night differentials.
• Act as liaison with HR for grievance handling and employee concerns.
• Design incentive programs and organise team‑building activities.

Required profile

• Bachelor’s degree in any field.
• At least 1 year of call‑center experience, preferably in a supervisory role.
• Completion of internal training programs such as PEP courses, Client Certification, HR for Non‑HR, WFM Orientation, LEAD.
• Strong knowledge of call‑center operations, metrics and systems.
• Experience in customer care, sales, marketing or technical support is a plus.

Required skills

• Six Sigma Yellow Belt certification.

What we offer

• Opportunity to lead a bilingual team in a dynamic call‑center environment.
• Professional development through continuous training and coaching.
• Performance‑based incentives and team‑building activities.