French Bilingual Call Center Team Lead

2 months ago

Winnipeg, Manitoba, Canada CB Canada Full time
Job Summary

CB Canada is seeking a highly motivated and experienced Team Lead to join our Call Center team in Winnipeg. As a Team Lead, you will be responsible for ensuring that all calls and off-line work adhere to quality guidelines and internal requirements.

Key Responsibilities
  • Monitor and audit associate performance to ensure quality standards are met.
  • Provide feedback and coaching to associates to improve performance.
  • Track progress and recommend performance action plans for associates who are not meeting standards.
  • Work with supervisors and management to ensure quality standards are met.
  • Provide training to new hires and experienced associates.
  • Attend and contribute to monitoring sessions.
  • Remain knowledgeable on project information and take calls on assigned engagements.
  • Track trends and make recommendations for refresher and up-training.
  • Prepare and analyze reports for management review.
Requirements
  • High School diploma or equivalent.
  • Two years prior call center experience preferred.
  • Ability to work a flexible schedule, including nights, weekends, and holidays.
  • Excellent communication, listening, and analytical skills.
  • Ability to interpret complex KPIs and relate them to qualitative findings.
  • Experience with contact center software.
  • Positive attitude, ability to work independently or as part of a team, and genuine interest in people and desire to help.

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