Bilingual Team Leader (Contact Center)

Job Description

IO Solutions is looking for a bilingual (French and English) Team Leader. Reporting to the Customer Service Management team, the Team Leader will be responsible for their own team of agents. This role involves supporting and guiding agents during call handling, ensuring teamwork and effective communication with agents and other members of the organization. The Team Leader will also ensure compliance with procedures, standards, and the company’s code of conduct.

What We Offer

* A genuine opportunity to build a rewarding career through our Advancement Program
* A dynamic and welcoming work environment
* Job stability

Responsibilities

* Provide daily coaching to agents to help them achieve expected results in both sales performance and call quality
* Deliver exceptional customer service and demonstrate quality during supervisor calls or live call monitoring (mentoring)
* Enhance team performance through side-by-side and remote call monitoring, providing consistent feedback in both cases
* Document all agent interactions and coaching sessions
* Effectively develop agents’ skills, particularly in call management and quality, and ensure proper use of tools
* Create and implement clear, personalized coaching plans with specific performance goals
* Ensure agents use their tools properly
* Manage employee records (absences, work hours, off-line time, disciplinary measures)
* Monitor emails and relay any important messages or situations to management
* Complete and properly file all reports
* Perform any other related duties

Qualifications

* Strong verbal and written communication skills in both French and English
* Flexible work schedule availability
* Strong computer skills (Microsoft Word & Excel)
* Customer service, teamwork, and initiative oriented
* Leadership, problem-solving, results-oriented, and coaching skills
* Ability to develop employees’ skills in call management, quality, and behavior improvement
* Ability to perform certain administrative tasks such as maintaining employee files, tracking performance, etc.

Benefits

* Competitive salary plus stability of employment