Team Leader - Customer Service - Work From Home - HGS - Manitoba Customer Contact Association

Team Leader - Customer Service - Work From Home - HGS

Job Description

The Team Leader provides leadership, supervision, training and guidance while overseeing the day to day operations of Customer/Technical Relations Associates.  As a member of a diverse team of people leaders the incumbent will manage team performance and follow best practice standards to achieve and exceed service levels and core client and company objectives.

The Team Leader position is considered an integral step in the career path between the role of Associate and such leadership roles as Operations Manager.

Reports to: This position reports to the Operations Manager.


  • Lead, coach and develop a team of associates in all areas related to work performance/career development to enhance performance
  • Influence positive employee morale through effective communication and identification of issues for review and/or resolution
  • Analyze regular statistical reports to track and trend performance. Translate analysis into meaningful coaching opportunities for employee
  • Apply a collaborative style of coaching to foster employee ownership of performance enhancements and achievement of sales targets and operational key drivers
  • Proactively propose improvements to the work environment, with particular emphasis on productivity, quality, execution, and team member growth
  • Identify and coordinate, with HR and/or Training, additional education as required to improve CRA/TRA skill or competency
  • Reinforce positive behaviour through appropriate recognition
  • Make autonomous decisions that relate to the operation and employee issues. Escalate to Senior Leadership and/or HR as appropriate
  • Liaise with Leadership Teams, peer Team Leaders and Corporate groups as part of committees and results teams
  • Encourage creativity, initiative and a positive attitude
  • Prepare and facilitate effective team meetings
  • Support corporate initiatives
  • Other duties as required

 The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.


  • Experience working in the Telecommunications Industry
  • High School diploma or equivalent
  • Minimum of 3 months CRA/TRA phone experience on particular client program
  • Bilingualism (English/French) an asset
  • Proven ability coaching and motivating employees in a results-driven environment
  • Ability to effectively handle customer escalations in a positive, effective manner
  • Exceptional negotiation skills
  • Demonstrated ability to adapt quickly and lead effectively in a changing environment
  • Ability to develop and maintain highly effective relationships
  • Possess strong written and verbal communication skills
  • Strong conceptual and analytical skills
  • Aptitude for turning knowledge into innovative strategies and solutions
  • Strong time management and multitasking skills
  • Possess solid decision making and influencing skills based on facts or sound judgment
  • Strong organizational and interpersonal skills
  • Basic knowledge of Excel, PowerPoint and Word
  • Able to work in a 24 hour a day, 365 days per year environment
  • Satisfactory criminal record check
  • Previous experience leading a team of direct reports is considered an asset
"HGS Canada is committed to providing accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs through the recruitment process."  

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