Team Leader – Call Centre

About the role

We are looking for an energetic Team Leader to drive performance and quality within our call‑centre environment. You will inspire a team of Customer Care Representatives (CCRs), ensure service standards are met daily, and foster a culture of continuous improvement.

Key responsibilities

• Manage daily team performance to achieve service and quality objectives.
• Maintain high employee retention through coaching, mentoring, and career development.
• Analyze metrics, guide CCRs to take timely corrective actions, and ensure they have the tools and training needed.
• Champion the coaching model and promote a collaborative, accountable work environment.
• Lead recruitment efforts to meet staffing goals and support change adoption.
• Identify and implement process and system improvement opportunities.
• Communicate initiatives clearly, support the P4 culture, and manage absenteeism and vacation targets.
• Participate in projects that advance business objectives.

Required profile

• Proven experience leading call‑centre or customer service teams.
• Strong analytical mindset with ability to interpret performance data.
• Excellent communication skills and ability to motivate diverse teams.
• Commitment to fostering an inclusive, learning‑focused workplace.

Required skills

• Leadership and team‑development capabilities.
• Performance‑management and metric‑analysis proficiency.
• Knowledge of call‑centre tools, processes, and best practices.