CCTS Team Lead, Customer Service Position

Elevate the customer experience as a Team Lead at the Commission for Complaints for Telecom-television Services (CCTS). This full-time role centers on leadership and performance management in a dynamic service environment.

In the Team Lead role, you will oversee a team of Customer Service Representatives, focusing on performance monitoring, coaching, and escalation resolution. Your contributions are crucial for maintaining service standards and supporting your team’s growth. With a commitment to fairness and accountability, you will work within a thriving contact center culture.

Key Responsibilities:

• Guide the CSR team to meet performance goals

• Conduct regular performance evaluations and check-ins

• Lead the training of new representatives

• Respond to escalations from customers

• Identify complaint trends and report findings

Requirements:

• 4+ years of supervisory or management experience

• Customer service expertise, preferably in call centers

• Fluency in English and French, excellent communicator

• Knowledge of MS365 applications

• Strong commitment to customer service excellence

Drive impact and lead a motivated team at CCTS.