Call Centre Team Leader – Bilingual (French & English)

We're Hiring: Team Leader – Bilingual (French & English)

Are you passionate about leading teams and delivering exceptional customer experiences?

We are looking for a dynamic, bilingual (French & English) Team Leader to oversee and support a team of customer service agents in meeting and exceeding client expectations.

Job Purpose

As a Team Leader, you will manage a team of Agents, ensuring top-tier service delivery aligned with contractual commitments and operational goals.

• Lead, coach, and motivate a team to consistently deliver high-quality customer service
• Monitor team performance and take proactive steps to improve KPIs
• Ensure accurate reporting, timesheet approvals, and performance tracking
• Deliver regular team briefings and feedback sessions
• Promote customer satisfaction through call quality monitoring and coaching
• Communicate clearly and effectively with internal stakeholders and escalate issues as needed

• Fluent in both English and French (oral and written) - Not Negotiable as candidates will be speaking English and French to customers
• 1+ year of Call Centre experience
• 6–12 months experience in a supervisory or team leader role
• Strong leadership, communication, and coaching skills
• Ability to problem-solve, prioritize and inspire teamwork
• Familiarity with call centre systems and tools
• Work permits or alyssum documents must be upto date as this will be verified
• Must be credit clear with no criminal record
• Candidate must have atleast 1 year Call Centre Team Leader experience (Not negotiable)