Team Leader - Retail (Centris, QC)

Work Setup: Onsite

Location: Centris, QC

Schedule: SHIFTING 24X7

Qualifications:

• Bachelor’s Degree
• Overall experience 2 to 4 years of contact center experience (on average) with 1 year minimum experience (on average) in a supervisory role.
• Excellent communication skills (written and verbal)
• Strong leadership, coaching, and mentoring abilities
• Customer service, complaint handling, and escalation management experience
• Strong analytical, problem-solving, and decision-making skills
• Fluent/native speaker of the required language
• Proficient in MS Office and online tools
• Ability to meet KPIs, drive action plans, and manage stakeholder communications
• Detail-oriented, adaptable, and able to work in a fast-paced environment
• Strong interpersonal skills with a collaborative and solution-focused mindset
• Ability to lead teams, handle escalated calls, and perform under pressure