Group Lead - Retail (Centris, QC)

Work Setup: Onsite

Location: Centris, QC

Schedule: Shifting schedule

Qualifications:

• Bachelor's Degree
• 4 to 6 years of contact center experience, including 2 to 3 years in a supervisory role
• Excellent verbal and written communication skills
• Strong leadership, coaching, and people management skills
• Customer service and service recovery expertise
• Problem-solving and analytical mindset
• Ability to manage performance, mentor teams, and handle escalations
• Strong interpersonal, decision-making, and stakeholder management skills
• Adaptable, detail-oriented, and able to thrive in a fast-paced environment
• Proficient in MS Office and online tools
• Fluent/native speaker of the required language
• Ability to develop action plans, meet KPIs, and effectively communicate with clients and end users