French Team Leader

About the Job

IntouchCX is a global leader in customer experience and technology solutions based in Canada. The company has been in the market for 20 years and has recently expanded its operations to Egypt, where it has been active for the past two years.

About the Role

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 (French/English Bilingual), You Will…

• Manage and supervise CSRs 
• Ensure proficient training, professional development,t and employee engagemenareis sustainto 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)