Customer Service Team Leader | Onsite - Eastwood, QC

As a Team Leader in the Customer Service, reporting to the Service Manager, you will be responsible for overseeing a team of Customer Care Specialist to ensure the delivery of high -quality support and service excellence. This role requires strong leadership, problem -solving skills, and a commitment to service excellence in a dynamic customer service setting.

DUTIES AND RESPONSIBILITIES

·       Team Leadership: Provide strong leadership by mentoring, motivating, and guiding customer service representatives to consistently deliver outstanding customer experiences.

·       Performance Management: Track team performance, offer constructive feedback, and implement targeted strategies to enhance efficiency and service quality.

·       Training & Development: Conduct ongoing training sessions to equip team members with the necessary skills and knowledge to effectively handle customer inquiries and concerns.

·       Escalation Handling: Manage and resolve escalated customer issues with a proactive approach, ensuring timely and satisfactory resolutions.

·       Process Optimization: Identify opportunities for process improvement and collaborate with management to implement strategies that enhance service effectiveness and overall workflow.

·       Data -Driven Reporting: Prepare and present comprehensive performance reports, highlighting key achievements, trends, and areas for development.

·       Cross -Functional Collaboration: Partner with other departments to streamline processes, enhance customer experience, and ensure seamless interdepartmental coordination

Requirements

QUALIFICATIONS

·       A minimum of six (6) months in the current role as a Team Leader is required, with at least overall 3 years of leadership experience

·       Experience in industries such as travel, hospitality, logistics, transportation, or ride -hailing is an advantage

·       Amenable to work onsite and shifting schedule

Skills & Competencies

·       Leadership & People Management – Ability to motivate, coach, and develop a high -performing team.

·       Problem -Solving & Decision -Making – Strong analytical skills to address challenges and implement solutions effectively.

·       Operational Knowledge – Understanding of workflows, KPIs, and business objectives to drive efficiency and performance.

·       Communication & Collaboration – Strong ability to coordinate with cross -functional teams, provide clear instructions, and maintain transparency in operations.

·       Adaptability & Resilience – Capacity to thrive in a dynamic environment, manage change, and handle escalations effectively