Operations Team Leader (Bilingual French/English)

About the role

The Operations Team Leader is responsible for managing a team of Customer Service Representatives (CSRs) in a bilingual (French/English) call‑centre environment. The role ensures that performance meets company and client standards while driving continuous improvement.

Key responsibilities

• Lead and supervise CSRs in daily operations, including support, issue resolution, and sales.
• Set individual and team goals aligned with client objectives.
• Monitor daily, weekly and monthly performance metrics and report results.
• Provide coaching, mentoring and constructive feedback to improve productivity.
• Manage call queues, staffing and resource allocation to meet service‑level targets.
• Handle escalation calls and support agents in complex situations.
• Prepare regular performance reports and communicate progress to the team.
• Conduct performance evaluations, training sessions and development planning.
• Administer payroll templates, track attendance and address employee concerns.
• Identify performance gaps and implement improvement initiatives, including incentive programs and team‑building activities.

Required profile

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

Required skills

• Six Sigma Yellow Belt