Team Leader French​/English Bilingual ON-SITE

French Bilingual Team Leader

Job Type: Full-Time – On-Site

Required Availability:
Monday to Friday, 7:30 am to 4:00 pm CST

Location: 550 Berry St, Winnipeg, MB R3H 0R9

Salary: $21.00 Hourly

About Answer Net

Answer Net is the brand name for the Answer Net family of companies, including Answer Net, Inc., New Answer Net, Inc., Cerida Investment Corp., , and Ansercomm, to name a few. Together with our affiliates, Answer Net operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third‑party verification, sales, lead qualification, market research, and a host of other contact management solutions.

In all, Answer Net has more than 10,000 satisfied clients, and we process over 125 million interactions per year.

This position is responsible for the delivery of superior customer service by ensuring calls are answered effectively and efficiently throughout the day as well as the day‑to‑day training responsibilities. The primary functions of this role are supervising overall call traffic, processing incoming calls, resolving escalated calls, assisting Customer Experience Experts with any client‑related questions and ensuring the Experts’ adherence to schedules, policies and procedures.

• Monitor and audit each assigned associate in accordance with client requirements.
• Coach, train, and onboard team members to improve skill sets and ensure all employees reach their full potential.
• Delegate daily tasks, assign priorities and monitor project timelines to ensure targets are met on time.
• Act as the main point of contact for daily operations, translate broader company strategies into actionable tasks, and escalate complex issues to management.
• Provide personal and proactive feedback to associates both in one‑on‑one and group settings.
• Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards.
• Work with supervisors and management to ensure that all associates are meeting quality standards.
• Provide training as needed to both new hires and experienced associates.
• Attend and contribute to both internal and client monitoring sessions.
• Remain knowledgeable on project information by keeping the training manual and memos updated and taking calls on assigned engagement(s).
• Track trends and make recommendations for refresher and/or up‑training to the trainer(s).
• Prepare and analyze internal and external quality reports for management staff review.
• Any other duties and responsibilities assigned by the management of the company.

• Education equivalent to a High School diploma/GED.
• Must be fluent in English and French (Verbal & Written).
• Proven track record in a leadership, supervisory or relevant project‑based role.
• Excellent emotional intelligence, conflict resolution, and communication abilities.
• Ability to lead by example and inspire a supportive, productive team culture.
• Two years of prior call center experience preferred.
• Excellent oral, written, and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Ability to interpret complex KPIs and relate them to qualitative findings.
• Experience with contact center software.
• Requires a positive attitude, the ability to work independently or as part of a team.

• Ongoing training and development to ensure your success.
• Paid training.
• Paid time off.
• Comprehensive benefits package (medical, vision, and dental).
• Employee Assistance Program.
• RRSP program options.
• Short and Long‑Term Disability option.
• Internal career advancement opportunities.
• Free Parking.

• Ability and willingness to lift up to 20 lbs.
• Ability and willingness to sit at a desk for the length of your scheduled shift.
• Ability and willingness to type on a computer.
• Ability and willingness to view and read a computer screen for the length of your scheduled shift.
• Ability and willingness to speak with clients and internal employees via telephone or e‑mail.