Call Center Team Lead

About the role

We are seeking a motivated Call Center Team Lead to oversee daily operations and support a high‑performing customer service team in Scarborough, ON. This full‑time position requires a hands‑on leader who can drive performance, ensure quality standards, and foster a positive work environment.

Key responsibilities

• Support daily call center operations and coordinate team activities.
• Monitor team performance, ensuring service standards are consistently met.
• Conduct quality assurance reviews and provide coaching to agents.
• Assist with onboarding, training, and development of customer service representatives.
• Track productivity and generate performance reports using Excel.
• Resolve escalated customer concerns professionally.
• Encourage a positive and productive team atmosphere.
• Support continuous improvement initiatives within the department.

Required profile

• Previous experience in a call‑center environment with supervisory or team‑lead responsibilities.
• Strong communication and leadership abilities.
• Ability to multitask in a fast‑paced setting.
• Organized, reliable, and detail‑oriented.

Required skills

• Proficiency in Microsoft Excel for reporting and performance tracking.

What we offer

• Full‑time schedule: Monday to Friday, 8:30 AM – 5:00 PM.
• Competitive hourly rate of $22 CAD.
• On‑site work location in Scarborough, ON.