Call Center Team Lead, Scarborough Village

Call Center Team Lead

We are currently hiring a Call Center Team Lead for a full-time opportunity based in Scarborough, ON. We are looking for a motivated and hands-on leader with experience supporting customer service teams in a fast-paced call center environment.

Schedule

• Monday to Friday
• 8:30 AM – 5:00 PM

Pay Rate

• $22/hour

Location

• Scarborough, ON

Responsibilities

• Support daily call center operations and assist with team coordination
• Monitor team performance and help ensure service standards are met
• Conduct quality assurance (QA) reviews and provide coaching to agents
• Assist with onboarding, training, and development of customer service representatives
• Track productivity and maintain performance reports using Excel
• Help resolve escalated customer concerns in a professional manner
• Encourage a positive and productive team environment
• Support continuous improvement initiatives within the department

Requirements

• Previous experience in a call center environment with team lead or supervisory responsibilities
• Experience with QA monitoring and service quality evaluations
• Experience training and coaching agents
• Proficiency in Microsoft Excel for reporting and performance tracking
• Strong communication and leadership skills
• Ability to multitask in a fast-paced environment
• Organized, reliable, and detail-oriented

Preferred Qualifications

• Experience handling KPIs and call metrics
• Strong customer service and conflict resolution skills
• Experience supporting high-volume call center operations