Team Leader - Retail (Centris, QC)
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Work Setup: Onsite
Location: Centris, QC
Schedule: SHIFTING 24X7
Qualifications:
- Bachelor’s Degree
- Overall experience 2 to 4 years of contact center experience (on average) with 1 year minimum experience (on average) in a supervisory role.
- Excellent communication skills (written and verbal)
- Strong leadership, coaching, and mentoring abilities
- Customer service, complaint handling, and escalation management experience
- Strong analytical, problem-solving, and decision-making skills
- Fluent/native speaker of the required language
- Proficient in MS Office and online tools
- Ability to meet KPIs, drive action plans, and manage stakeholder communications
- Detail-oriented, adaptable, and able to work in a fast-paced environment
- Strong interpersonal skills with a collaborative and solution-focused mindset
- Ability to lead teams, handle escalated calls, and perform under pressure
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