About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
About the Job
We’re changing the way people think about customer care — and we want you to be a part of it.
We’re looking for a dynamic and people-focused Team Leader to guide our French-speaking Customer Service Representatives. In this role, you'll lead by example, support day-to-day performance, and foster an environment of growth, ownership, and continuous improvement.
As Team Lead, You Will…
- Lead and supervise a team of French-speaking Customer Service Representatives
- Coach and develop team members through regular feedback, performance reviews, and goal-setting
- Monitor KPIs and SLAs to ensure operational excellence and client satisfaction
- Analyze performance data to identify trends and areas for improvement
- Support employee engagement and retention through training, recognition, and personalized development plans
- Collaborate with cross-functional teams (HR, IT, WFM, etc.) to resolve issues efficiently
- Take an active role in partner meetings, bringing data-driven insights and solutions
- Maintain expert knowledge of partner products, policies, and promotions
- Inspire and motivate through strong communication and a hands-on leadership style
- Represent IntouchCX’s cultural values — the “10 Things” — in everything you do
As Team Lead, You Have…
- Fluency in French and English (spoken and written)
- High school diploma or equivalent (post-secondary education in Business is an asset)
- 1-2 years of contact center experience, including at least 1 year in a leadership or supervisory role
- Proven ability to manage escalations and coach for performance
- Familiarity with Google Suite (Sheets, Docs, Slides, Drive) and comfort using spreadsheets for reporting
- Strong time management and prioritization skills
- Ability to lead in a fast-paced, dynamic environment and adapt to evolving needs
- Availability to work a variety of shifts, including evenings and holidays
Benefits:
- Competitive salary
- Industry-leading benefits:
- Medical and life insurance
- In & out of hospital benefits
- Mental health support line
- 20-26 paid days off per year
- On-site occupational physician
- Monthly meal vouchers
- Career path planning & E-learning career development platform
- Weekly coaching sessions
- Global incentive programs
- Medical and life insurance
- Fun, supportive work environment
- Opportunity to be part of a rapidly expanding global company
- Amazing career growth opportunities