Team Leader - Retail (Centris, QC)

About this role

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