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‑center environment. The role combines day‑to‑day supervision, performance monitoring, coaching and continuous‑improvement initiatives to ensure service levels, sales targets and client standards are consistently met.

Key responsibilities

• Lead and supervise CSRs handling customer support, issue resolution and sales activities.
• Set individual and team goals aligned with company and client objectives.
• Track and analyse performance metrics (e.g., Baleen) on a daily, weekly and monthly basis.
• Prepare regular performance reports, highlight top and bottom performers and communicate results to the team.
• Provide coaching, mentoring and feedback to improve productivity and professional growth.
• Manage call queues, staffing and resources to meet service‑level agreements.
• Handle escalation calls and assess agents’ readiness for complex situations.
• Collaborate with other Team Leaders and the Operations Manager to resolve operational challenges.
• Administer payroll‑related tasks, attendance tracking and act as liaison with HR for grievance handling.
• Identify performance gaps, design incentive programmes and organise team‑building activities.

Required profile

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

Required skills

• Six Sigma Yellow Belt