French Team Leader

Intouch CX

We re looking for a Team Lead 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. This position will also promote professional and personal development through performance evaluations, training, and career pathing plans.

As Team Lead (French/English Bilingual), You Will

• Manage and supervise CSRs
• Ensure proficient training, professional development, and employee engagement to prepare, grow, and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze various 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 changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
• 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)

• Minimum of 1 year of experience in a supervisory or team lead role within a customer service or contact center environment.
• Fluency in French and English, with excellent verbal and written communication skills in both languages.
• Strong leadership abilities with a proven track record of motivating and developing teams.
• Demonstrated ability to manage multiple priorities in a fast-paced, office-based setting.
• Exceptional problem-solving and conflict resolution skills.
• Familiarity with customer service metrics, reporting, and performance management tools.
• Ability to adapt to evolving processes and embrace new technologies.
• Strong organizational and time management skills.
• High level of professionalism, integrity, and attention to detail.
• Willingness to work flexible hours as required to meet business needs.