Team Lead – Customer Service Supervisor

About the role

IntouchCX is seeking a Team Lead to supervise a group of Customer Service Representatives. The role involves ensuring high‑quality customer interactions, maintaining deep knowledge of partner brands and products, and driving professional development within the team.

Key responsibilities

• Manage and supervise a team of CSRs, ensuring consistent service quality.
• Provide training, coaching, and performance evaluations to develop staff.
• Monitor operational performance against KPIs and Service Level Agreements.
• Analyze reports and data to identify root causes of under‑performance and implement improvements.
• Motivate the team through relationship building, real‑time coaching, and incentive programs.
• Coordinate staffing schedules in collaboration with Operations Support and Workforce Management.
• Collaborate with HR, IT, and other departments to resolve issues.
• Participate in partner meetings, bringing operational insight and product knowledge.

Required profile

• High school diploma or equivalent; post‑secondary education in Business is a plus.
• 1‑2 years of contact‑center or customer‑service experience, including at least 1 year in a supervisory role.
• Experience handling escalated customer issues.
• Ability to type at least 30 words per minute with accuracy.
• Strong time‑management, organizational, and prioritization skills.
• Flexibility to work various shifts, including days, evenings, and holidays.

Required skills

• Basic proficiency with Google Suite (Sheets, Slides, Docs, Drive).
• Ability to use spreadsheet applications for operational reporting.