We are seeking a Team Lead to support the operations of a remote support and communications center. The Team Lead will ensure the effective delivery of services and maintain a high standard of performance across the team. This role involves coordinating day-to-day functions, supporting team members, overseeing quality assurance, and contributing to process improvement initiatives.

This position is a 2 weeks contract to start and offers a chance of an extention.

KEY RESPONSIBILITIES

• Monitor the quality of service interactions, ensuring adherence to communication protocols.
• Oversee daily operations including task assignment, system monitoring, and workflow management.
• Conduct regular performance reviews and prepare operational reports.
• Provide support during peak periods by handling incoming and outgoing calls as needed.
• Onboard, train, and mentor new and existing team members.
• Facilitate regular team meetings and foster open communication.
• Manage scheduling, time-off approvals, and shift planning in collaboration with the Supervisor.
• Provide constructive feedback to team members on performance and adherence to protocols.
• Act as a resource for team members, offering guidance and problem-solving support.
• Lead performance evaluations and contribute to individual development plans.
• Champion a culture of teamwork, growth, and accountability.
• Participate in projects or additional duties as assigned.

QUALIFICATIONS

Education and Experience

• Completion of post-secondary education or an equivalent combination of training and experience.
• Minimum 6 months of experience in a supervisory or team lead capacity.
• Experience in a service-oriented environment is an asset.

Skills and Competencies

• Fluency in both English and French (oral and written) is required.
• Strong interpersonal and communication skills.
• Proven ability to lead, coach, and motivate others.
• Sound judgment, problem-solving, and conflict resolution skills.
• Comfortable with remote collaboration and virtual team management.
• Proficient in CRM tools, cloud-based systems, and Microsoft Office applications.
• High attention to detail, time management, and multitasking abilities.
• Positive, flexible, and empathetic approach to leadership.

WORKING CONDITIONS

• Remote position; access to a quiet, own work equipment (Windows Based PC/laptop and additional monitor) and high-speed internet are required.
• Rotational shifts including days, evenings, nights, weekends, and holidays.
• Availability to work overtime as needed.

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.