Operations Team Leader (Sales) – Call Center (FR & EN)

About the role

The Operations Team Leader (Sales) will supervise a team of Customer Service Representatives in a bilingual French‑English call‑center environment. You will ensure that daily operations, customer support, issue resolution and sales activities meet the performance standards set by the company and its client.

Key responsibilities

• Lead and coach a team of CSRs, set individual and team goals, and monitor daily, weekly and monthly performance.
• Track and analyse performance metrics (e.g., Baleen), prepare regular reports and communicate results to the team.
• Conduct performance evaluations, feedback sessions and organise training on client updates, policies and procedures.
• Manage call queues, optimise staffing, handle escalation calls and collaborate with other leaders to resolve operational challenges.
• Perform payroll‑related tasks, track attendance, overtime and night differentials, and act as liaison with HR for employee concerns.
• Identify performance gaps, design incentive programmes and organise team‑building activities to boost engagement.

Required profile

• Bachelor’s degree in any discipline.
• Completion of internal training such as PEP courses, 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 a plus.
• Strong knowledge of call‑center operations, metrics and systems.

Required skills

• Six Sigma Yellow Belt