Team Lead

Job summary

Lead, coach, and develop Customer Service Representatives to meet performance targets and deliver excellent customer service. Monitor KPIs and reports, improve team performance and customer satisfaction, coordinate scheduling, and support the team with escalated customer issues.

Job details

Tammy Boyko and Carlan Wilbon with Aplin have multiple openings for an experienced Team Lead to provide day-to-day leadership and support to a team of Customer Service Representatives for our client in Winnipeg. This role is responsible for driving team performance, ensuring an exceptional customer experience, and fostering a positive, high-performing work environment through coaching, training, and employee development. Compensation Expected salary range is $48,000 - $50,000 per annum, commensurate with experience Responsibilities Lead, coach, and support a team of Customer Service Representatives to achieve performance and service excellence. Deliver ongoing coaching, feedback, and performance evaluations to promote employee development and engagement. Monitor operational performance and ensure key performance indicators (KPIs) and service level targets are consistently met. Analyze reports and performance metrics to identify trends, opportunities, and areas for improvement. Develop and implement action plans to improve team performance and customer satisfaction. Motivate and recognize employees through coaching, performance management, and incentive initiatives. Assist with workforce planning and coordinate schedule adjustments in collaboration with workforce management. Handle customer escalations and provide guidance on complex service issues. Maintain a thorough understanding of products, services, policies, and procedures to effectively support the team. Foster a positive, collaborative, and customer-focused team culture. Perform other related duties as assigned. Qualifications High school diploma or equivalent required. Post-secondary education in Business or a related field is considered an asset. An equivalent combination of education and experience will also be considered. Minimum 6 months to one year of leadership or supervisory experience in a contact centre or customer service environment. Previous experience managing escalated customer concerns. Proficiency with Microsoft Office applications. Experience creating and interpreting reports and performance metrics. Strong leadership, coaching, and employee development skills. Excellent communication, interpersonal, and conflict resolution abilities. Strong analytical, organizational, and problem-solving skills. Ability to prioritize multiple responsibilities in a fast-paced environment. Flexible to work rotating shifts, including days, evenings, weekends, and holidays, as required. Criminal background check is required. At Aplin — together with our brands CompuStaff, Impact Recruitment, and Vantix Systems — we connect great people with great organizations across North America. We believe diverse teams build stronger companies, and we welcome applicants from all backgrounds, experiences, and perspectives. We use AI tools to assist in a fair and efficient matching process, helping our recruiters connect the right people with the right opportunities. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits. Our recruitment services are always free for job seekers. Accommodation is available upon request throughout all stages of the recruitment process.

What you’ll do

Lead, coach, and develop Customer Service Representatives to meet performance targets and deliver excellent customer service. Monitor KPIs and reports, improve team performance and customer satisfaction, coordinate scheduling, and support the team with escalated customer issues.

Requirements

A high school diploma or equivalent is required; post-secondary education in Business or a related field is an asset, and equivalent education and experience may be considered. Applicants need 6 months to one year of leadership or supervisory experience in contact centre or customer service, experience handling escalations and interpreting performance reports, Microsoft Office proficiency, and flexibility to work rotating shifts.

Listed skills

• Team Leadership · Preferred
• Coaching · Preferred
• Customer service · Preferred
• Conflict Resolution · Preferred
• Communication · Preferred
• Problem solving · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team Leadership
• Coaching
• Employee Development
• Performance Management
• Customer Service
• Customer Escalation Handling
• KPI Monitoring
• Performance Metrics Analysis
• Workforce Planning
• Scheduling Coordination
• Conflict Resolution
• Communication
• Problem-Solving
• Microsoft Office
• Organizational Skills
• Customer Satisfaction

Job areas

• Customer Service & Support
• Management & Leadership

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