Customer Service Team Lead

1 week ago

Markham, Ontario, Canada Parsons Full time
In a world of possibilities, pursue one with endless opportunities. Imagine Next


When it comes to what you want in your career, if you can imagine it, you can do it at Parsons.

Imagine a career working with intelligent, diverse people sharing a common quest. Imagine a workplace where you can be yourself. Where you can thrive. Where you can find your next, right now. We've got what you're looking for.

We are looking for a Customer Service Team Lead to join our Tier 1 Call Center. You are responsible for the supervision of approximately 26 Service Desk Technicians working remotely throughout North America.

Your objective is to work with the CC Manager to assist with the start-up of a new program, where Service Desk Technician provides tier one remote troubleshooting support for endpoint devices (tablets and Peripherals) and related software/hardware used by healthcare recipients.

As a TL with Parsons you will be asked to consistently enhance our customer service and to assist our Program delivery partners with ensuring their business objectives are met.

You will also be responsible to develop team member effectiveness through leading, coaching, motivation and mentoring.

Reporting to the Contact Center Manager, you will be accountable for:

  • Lead a customer centric, motivated, and high performing support team working 7 a.m. EST to 11 p.m. EST 7 days a week, weekends and holidays consisting of two 8-hour shifts
  • Cultivate a strong team culture, focused on customercentricity and going above and beyond.
  • Manage the daytoday operations of a frontline support team, through providing supervision including scheduling, leading and mentoring, conflict management, coaching, training, knowledge management and quality reviews of caller interactions.
  • Build accountability by setting clear goals and objectives to achieve key individual and team performance metrics.
  • Conduct quality coaching or other corrective actions within the team and prepare monthly reports and conduct employee feedback sessions.
  • The Team Lead is accountable for team metrics on a daily/weekly/monthly basis.
  • Provide assistance to frontline support team for any call escalations and during peak periods and outages.
  • Manage the daily survey process and provide feedback to frontline support team.
  • Ensure that all new or modified processes and policies are reviewed and implemented by frontline support team.
  • Provide frontline support team with weekly, monthly, or monthly personal metrics report/scorecards through one
- one meeting.

  • Attend client meetings as needed/requested by management.
  • Empower team to surface issues that help Contact Centre Operations to build better procedures and processes.
  • Collaborate with interdepartmental leads and crossfunctional partners (e.g., product, engineering and design) to iterate on internal systems.
  • Work with mínimal supervision within departmental defined procedures.
  • Work independently and as part of a team, with changing time constraints.
  • Participate in special projects and perform other duties as required.

Other Responsibilities:

  • High school diploma (or equivalent) and typically 3+ years of relevant work experience.
  • Requires good verbal communication skills, demonstrated keyboard and basic data entry skills, and a thorough knowledge of established procedures and reference documents.
  • Back up the Contact Centre Manager if required.
  • Attend and monitor the training process for frontline support team.
  • Work with Contact Centre Manager to improve the quality of the frontline support team.

Minimum Clearance Required to Start:

Not Applicable/None

This position is part of our Critical Infrastructure team.


For more than 75 years, our experts have designed and delivered the critical infrastructure that connects and protects communities around the world.

We work in diverse, collaborative teams, both within the company and with our partners and customers, to plan, design, build, and modernize infrastructure.

We take special pride in projects and solutions that improve communities as well as people's quality of life by promoting economic growth, enhancing mobility, and increasing sustainability and resiliency.

Powered by our people, we provide the imagination necessary to support our customers' visions—and to help them see new possibilities.

We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as health, vision, dental, employer paid provincial care premiums, Defined Contribution Pension Plan (DCPP), Tax-Free Savings Account (TFSA), Registered Retirement Savings Plan (RRSP), life insurance, paid time off, sick leave, all province observed holidays off, and gym membership discounts to fit your busy lifestyle

The position may require a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief as required by customer requir

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