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 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, 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, 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
Skills Required
- High school diploma or equivalent
- Post-secondary education or degree in Business, or equivalent combination of education and work experience
- 1-2 years of contact center or customer service experience
- At least 1 year of Team Lead or supervisory experience
- Experience handling escalated issues in a contact center
- Typing speed of 30 WPM with accuracy
- Ability to use spreadsheet applications for operational reporting
- Basic knowledge of Google Workspace
- Exceptional time management, organization, and prioritization skills
- Ability to work independently and in a team within a fast-paced environment
- Availability to work days, evenings, holidays, and varied shifts
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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.
