Team Lead; Supervisor

Team Lead (Supervisor) at IntouchCX

4 days ago – be among the first 25 applicants.

Intouch

CX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long‑term relationships with our brand partners and empowering our people to drive positive change.

Our Story:

We’re changing the way people think about customer care, and we need your help! We’re looking for a Team Lead (Supervisor) to provide front‑line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. It also promotes professional and personal development through performance evaluations, training and career pathing plans.

• Manage and supervise CSRs
• Ensure proficient training, professional development and employee engagement is sustained to prepare, grow and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze reports and statistical data to measure production levels and identify root causes for underperforming areas
• Use critical thinking to develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real‑time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes
• Coordinate staffing schedule changes by collaborating with the Operations Support Team or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc.) to properly resolve issues
• Participate in partner meetings with in‑depth operational knowledge and a thoughtful point of view
• Gain expert level knowledge on all partner products and promotions
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Act as a role model and exemplify our 10 Things (cultural values)

• High school diploma or equivalent (required)
• Some post‑secondary education or completion of a post‑secondary degree with a major in Business (combination of education and work experience will also be considered)
• 1–2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity
• The ability to type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to work both independently and in a team setting within a fast‑paced, entrepreneurial environment
• The ability to work a variety of shifts, including days, evenings and holidays

• Industry‑leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities

Intouch

CX provides Equal Employment Opportunities in accordance with all provincial and federal laws. Intouch

CX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

Intouch

CX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.