About the Role:

Are you an experienced customer service professional with a calm presence, leadership mindset, and a passion for helping others in critical situations? We’re looking for a Team Lead to oversee and support a group of DASH Roadside Associates at ContactPoint 360. In this role, you’ll lead by example, ensuring your team delivers responsive, empathetic, and efficient service to individuals experiencing vehicle trouble.

As a Team Lead, you’ll coach frontline agents, monitor performance, resolve escalations, and help drive continuous improvement—all while working in a fast-paced, tech-enabled environment that values people first.

What You’ll Do:

Leadership & Coaching

• Provide day-to-day guidance and support to a team of DASH Roadside Associates.
• Conduct regular coaching, feedback sessions, and performance reviews to drive service excellence and individual development.
• Foster a positive, accountable, and collaborative team culture in a high-pressure environment.

Operations & Service Excellence

• Monitor live calls, queue activity, and service levels to ensure prompt and high-quality customer support.
• Assist agents with complex or escalated roadside events, ensuring resolution and customer satisfaction.
• Collaborate with other team leads and supervisors to manage real-time staffing, breaks, and shift coverage.

Reporting & Improvement

• Track and report team performance metrics, identifying trends and areas for improvement.
• Participate in calibration, quality assurance, and continuous training efforts.
• Contribute to cross-functional initiatives aimed at improving operational efficiency and customer experience.

Customer Engagement

• Step in to handle critical or sensitive customer interactions as needed.
• Promote first-call resolution and consistent application of policies, while using sound judgment to make empowered decisions.

What You Bring:

• High school diploma or equivalent (post-secondary education is a plus).
• Minimum 1–2 years of experience in a leadership or coaching role within a customer service or call center environment.
• Strong communication and interpersonal skills with a calm, empathetic, and solutions-oriented approach.
• Demonstrated ability to lead a team in high-pressure situations while maintaining service quality.
• Technologically savvy with proficiency in Windows, Microsoft Office, and tools such as Google Maps and What3Words.
• Excellent time management, organizational, and problem-solving skills.
• Familiarity with the geography of Southern Ontario and Manitoba is an asset.

Working Conditions:

• Location: On-site at our Montreal office (5075 rue de Sorel, 5th Floor)
• Schedule: Rotational shifts including evenings, weekends, and holidays in a 24/7 operation.
• Environment: Screen-intensive work, involving both phone and system-based tasks; occasional engagement with distressed customers.

Why Join Us:

At ContactPoint 360, we put people first—our team, our clients, and their customers. You'll join a supportive, inclusive, and growth-oriented environment where your leadership will make a direct impact on both customer experiences and agent success.

Apply now and lead a team that truly helps people when they need it most.

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences. As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We’re not just a service provider—we’re a partner in driving real

results. ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.