Team Leader – Contact Centre

About the role

Sun Life Global Solutions is seeking a proactive Team Leader to manage a group of Client Care Representatives (CCRs) in an offshore contact centre supporting Sun Life Assurance of Canada. You will drive performance, coach staff, and ensure a high‑quality customer experience across phone, chat, and email channels.

Key responsibilities

• Lead, motivate and develop a team of CCRs, delivering daily coaching and monthly performance reviews.
• Monitor and act on key metrics such as Average Handling Time, SLA adherence, accuracy, and customer satisfaction.
• Conduct pre‑shift and in‑shift huddles, manage floor coverage, and provide real‑time assistance.
• Handle escalations, enforce operational policies, and support agents with tools and technology.
• Analyze attrition signals, work with Operations Manager to retain talent, and ensure staffing goals are met.

Required profile

• Proven experience in a contact‑centre environment, preferably in a supervisory or team‑lead role.
• Strong analytical ability to interpret performance data and take timely corrective actions.
• Excellent communication skills to convey expectations and feedback clearly.
• Demonstrated capability to mentor staff and foster a collaborative team culture.

Required skills

What we offer

• Opportunity to work with a global financial services brand.
• Dynamic, knowledge‑sharing environment with experienced colleagues.
• Career development through structured coaching and training programs.