About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We’re changing the way people think about customer care, and we need your help!
We’re looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
As Team Lead (Supervisor), You Will…
Manage and supervise CSRs
Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
Use critical thinking to develop solutions to improve business performance and partner success
Motivate teams through relationship building and real-time coaching
Develop incentive programs to motivate CSRs to achieve desired outcomes
Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
Gain expert level knowledge on all partner products and promotions
Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
Act as a role model and exemplify our 10 Things (cultural values)
As Team Lead (Supervisor), You Have…
High school diploma or equivalent (required)
Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
Experience dealing with escalated issues in a contact center capacity
The ability to type 30 WPM with accuracy
Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
The ability to use spreadsheet applications to maintain and develop operational reporting
Exceptional time management, organizational and prioritization skills to complete work in a timely manner
Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
The ability to work a variety of shifts, including days, evenings and holidays
IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.
IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.
Benefits of Working as a Team Lead (Supervisor)…
- Industry-leading medical, vision, and dental benefit plans + paid time off benefits
- Amazing career growth opportunities
Skills Required
- High school diploma or equivalent
- Post-secondary education or a degree in Business, or an equivalent combination of education and work experience
- 1–2 years of contact center or customer service experience, including at least 1 year in a team lead or supervisory role
- Experience handling escalated issues in a contact center
- Typing speed of 30 WPM with accuracy
- Basic knowledge of Google Suite, including Sheets, Slides, Docs, and Drive
- Ability to use spreadsheet applications for operational reporting
- Exceptional time management, organization, and prioritization skills
- Ability to work independently and collaboratively in a fast-paced environment
- Availability to work varied shifts, including overnight, days, evenings, and holidays
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
