Operations Team Leader – Sales 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, ensuring performance meets company and client standards while driving sales and service excellence.

Key responsibilities

• Lead and supervise a team of Customer Service Representatives in daily call‑center operations, including customer support, issue resolution and sales activities.
• Set clear individual and team goals aligned with company and client objectives and monitor performance daily, weekly and monthly.
• Provide ongoing coaching, mentoring and constructive feedback to improve productivity and professional growth.
• Track and analyse performance metrics using tools such as Baleen and prepare regular reports highlighting top and bottom performers.
• Manage call queues, staffing and resources to ensure service‑level targets are met.
• 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.
• Design and implement incentive programmes and organise team‑building activities to boost engagement.

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 and Six Sigma Yellow Belt.
• Experience in Customer Care, Sales, Marketing or Technical Support is an advantage.

Required skills

• Proficiency with MS Office (Word, Excel, PowerPoint).
• Experience using call‑center platforms such as CMS/IEX, Baleen and Blue Pumpkin.
• Six Sigma Yellow Belt knowledge.