Operations Team Leader – Call Center (FR & EN)

About the role

The Operations Team Leader will manage a group of Customer Service Representatives in a bilingual (French & English) call‑center environment. You will ensure daily performance meets company and client standards, drive continuous improvement, and support team development.

Key responsibilities

• Lead, coach and motivate a team of CSRs to achieve service, issue‑resolution and sales targets.
• Monitor daily, weekly and monthly performance metrics, prepare regular reports and communicate results.
• Conduct performance evaluations, feedback sessions and training on client updates, policies and procedures.
• Manage call queues, staffing and resource allocation to meet service‑level agreements.
• Handle escalations, assess agent readiness for complex interactions and collaborate with other leaders and the Operations Manager.
• Perform payroll‑related tasks, track attendance, overtime and night differentials, and act as liaison with HR for employee concerns.
• Identify performance gaps, design incentive programs and organize team‑building activities.

Required profile

• Bachelor’s degree in any field.
• Completion of internal training programs (PEP courses, Client Certification, HR for Non‑HR, WFM Orientation, LEAD, Six Sigma Yellow Belt).
• Minimum 1 year of call‑center experience, preferably in a supervisory role.
• Experience in Customer Care, Sales, Marketing or Technical Support is a plus.

Required skills

• Proficiency in MS Office (Word, Excel, PowerPoint).
• Experience with call‑center tools such as CMS/IEX, Baleen and Blue Pumpkin.
• Knowledge of call‑center operations, metrics and reporting.
• Six Sigma Yellow Belt certification.