Team Lead

Role Summary:
A Team Lead is responsible for overseeing daily operations within a specific shift, ensuring that tasks are completed efficiently and effectively. Their duties include supervising staff, delegating tasks, maintaining safety and quality standards, addressing customer concerns, managing schedules, and ensuring compliance with company policies. They also monitor performance metrics, provide training and support to team members, and handle any operational issues that arise during their shift to ensure smooth business functioning.
Job Details:
Shifting Schedule including weekends (5-day work week)
Location: Eastwood QC
Hybrid work setup (Onsite Days - Wednesday and Thursday / Work from Home Days - Monday, Tuesday, Friday (Saturday & Sunday))
Responsibilities & Tasks:
Operations Management
Ensure shift is SLA compliant
Address customer inquiries, concerns, and complaints professionally, ensuring a positive experience
Document incidents and irregularities and report ongoing issues to middle or upper management
Develop and implement support policies and procedures
Provides final resolution on customer complaints and escalated cases
Respond to Client’s Emails, and Live Chats\
Answer inbound calls and respond to customer inquiries
Monitors and ensures that inbound calls are handled in a timely manner (Call Queue Monitoring)
Coordinate with other departments to address customer needs
Accomplishes and submits Supervisor’s daily and monthly reports
Ensure efficient and smooth daily operations, monitor product quality, and maintain a clean and organized work environment
Handles VIP Client support
Analyze customer feedback to identify areas for improvement and help develop strategies to enhance overall customer experience
Prepares team shift and task schedule
People Management
Managing and mentoring staff
Coordinate activities, delegate tasks, and provide guidance and support to team members during the shift
Monitoring team performance through metrics
Mediate conflicts among team members, resolve operational issues, and make effective decisions under pressure
Onboard and train new employees, provide ongoing coaching, and reinforce company standards
Others
Other tasks and responsibilities may be required by the business to ensure operational continuity and support overall company objectives

Qualifications

Bachelor’s degree in Business Administration, Management, or any related field.
Minimum of 2 years of teamlead/supervisory, or people management experience in a call center or BPO environment.
Experience in Supply Chain, Trade, Logistics, or related industries is an advantage but not required.
Demonstrated ability to lead a team, manage performance, and drive productivity while maintaining quality standards.
Willingness and ability to learn business processes, operational systems, and client-specific requirements.
Skills and Competencies Required
Excellent interpersonal, written and verbal communication, problem-solving, and presentation skills.
Self-motivated, proactive, and results-oriented, with the ability to work independently and take ownership of responsibilities.
Highly organized, reliable, and detail-oriented, with strong time management and prioritization skills.
Practical and resourceful in resolving day-to-day operational issues promptly, while maintaining the ability to see the bigger picture and identify opportunities for process improvement.
Strong analytical and decision-making skills, with the ability to assess situations, identify root causes, and implement effective solutions.
Effective leadership and people management skills, including coaching, motivating, and supporting team members to achieve operational goals.
Ability to manage multiple priorities, meet deadlines, and adapt to changing business requirements.
Strong sense of accountability, professionalism, and commitment to service quality and continuous improvement.