Contact Centre Team Lead

1 day ago

Vancouver, British Columbia, Canada Sonova AG Full time

Are you an experienced call centre professional who enjoys leading teams and driving performance?

If so, we think you belong here at Connect Hearing as a Contact Centre Team Lead

What you will do

The Contact Centre Team Lead supports the day-to-day leadership and operational performance of a team of contact centre agents. This role focuses on coaching, real-time call centre support, and ensuring efficient call handling aligned with clinic operations.

This is a remote, home-based role open to applicants across Canada.

Responsibilities

  • Lead, coach, and support contact centre agents to achieve daily and monthly performance targets
  • Monitor inbound and outbound call queues to ensure service level expectations are met
  • Provide real-time guidance, feedback, and escalation support to agents
  • Support onboarding, training reinforcement, and ongoing development of team members
  • Monitor individual and team performance metrics including productivity, adherence, and quality
  • Assist with outbound calling campaigns and ensure agents are aligned with current priorities
  •  Support call routing and queue adjustments based on call volume and clinic needs
  •  Communicate operational updates and changes to ensure accurate customer handling
  • Act as a point of contact for workflow issues, system questions, and operational escalations
  • Collaborate with leadership and operations teams to support contact centre objectives

Qualifications

  • 2+ years of call centre or contact centre experience (required)
  • Previous experience as a Team Lead, Senior Agent, or Supervisor preferred
  • Experience working with inbound, outbound, or blended call environments
  • Strong communication, coaching, and organizational skills
  • Ability to manage competing priorities in a fast-paced environment
  • Combination of education and experience may be considered

Requirements

  • Remote/home office environment 
  • Ability to work with call centre systems, CRM platforms, and reporting tools
  • Schedule flexibility to support operational needs 
  • Ability to communicate effectively with team members and internal partners

What you get in return: 

  • Competitive Salary and attractive incentives
  • Company issued laptop and office equipment
  • Full benefits package on Day 1
  • Monday – Friday working hours (9am-5pm local time)
  • Professional development programs

Career growth and development opportunities

Who we are

Connect Hearing Canada is one of the strongest networks of hearing care clinics across Canada and is part of the Sonova family of brands. We're passionate about making a difference in the lives of our clients and transforming hearing health. We offer a competitive compensation package, professional development opportunities, and a supportive workplace.

#LI-KV1
#ConnectHearingCanada 

  • Contact Centre Team Lead

    2 hours ago

    Vancouver, British Columbia, Canada Connect Hearing Canada Full time

    Are you an experienced call centre professional who enjoys leading teams and driving performance?If so, we think you belong here atConnect Hearingas aContact Centre Team LeadWhat You Will DoThe Contact Centre Team Lead supports the day-to-day leadership and operational performance of a team of contact centre agents. This role focuses on coaching, real-time...

  • Flight Centre

    7 days ago

    Vancouver, British Columbia, Canada Flight Centre Careers Full time

    Data Engineer IFlight Centre Travel Group (FCTG) is one of the world's largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United...

  • Flight Centre

    6 hours ago

    Vancouver, British Columbia, Canada Flight Centre Careers Full time

    Product Manager II – Internal AnalyticsFlight Centre Travel Group (FCTG) is one of the world's largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom,...

  • Flight Centre

    7 days ago

    Vancouver, British Columbia, Canada Flight Centre Careers Full time

    Data Engineer IFlight Centre Travel Group (FCTG) is one of the world's largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United...

  • Flight Centre

    2 days ago

    Vancouver, British Columbia, Canada Flight Centre Travel Group Full time

    Job no: 529567Brand: Product and TechnologyWork type: Full timeLocation: British ColumbiaCategories: Digital and Technology, Data and Business IntelligenceProduct Manager II – Internal AnalyticsFlight Centre Travel Group (FCTG) is one of the world's largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane,...

  • Flight Centre

    2 days ago

    Vancouver, British Columbia, Canada Flight Centre Travel Group Canada Full time

    Apply now Refer a friendJob no:529512Brand:Product and TechnologyWork type:Full timeLocation:British ColumbiaCategories:Digital and Technology, Data and Business IntelligenceData Engineer IFlight Centre Travel Group (FCTG) is one of the world's largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia...

  • Flight Centre

    3 days ago

    Vancouver, British Columbia, Canada Flight Centre Travel Group Canada Full time

    Apply now Refer a friendJob no:529567Brand:Product and TechnologyWork type:Full timeLocation:British ColumbiaCategories:Digital and Technology, Data and Business IntelligenceProduct Manager II – Internal AnalyticsFlight Centre Travel Group (FCTG) is one of the world's largest travel retailers and corporate travel managers. The company, which is...

  • Supervisor, Trading, QTrade Contact Center

    2 days ago

    Vancouver, British Columbia, Canada Aviso Wealth Full time

    Aviso:At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic...

  • Lead Carpenter

    2 days ago

    Vancouver, British Columbia, Canada My House DesignBuild Team Ltd. Full time

    We are: An Award Winning, dynamic, collaborative team providing Residential Renovations & New Construction services to clients throughout the Lower mainland; with a mission of Service, Excellence, and Innovation.You are: A highly skilled trade with attention to detail and seeking a full-time opportunity, with room to grow into a leadership position.We are...

  • Contact Center Solutions Architect

    6 hours ago

    Vancouver, British Columbia, Canada Insurance Corporation of British Columbia Full time

    We welcome applications from all qualified job seekers. Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to  – we are committed to ensuring an accessible experience for all candidates.At ICBC,...