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 2 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