Team Lead – Customer Service Supervisor

About the role

IntouchCX is seeking a Team Lead (Supervisor) to guide front‑line Customer Service Representatives. You will ensure high‑quality interactions, maintain deep knowledge of partner brands and products, and foster professional growth within the team.

Key responsibilities

• Manage and supervise a team of CSRs, providing coaching and performance feedback.
• Deliver training, professional development, and employee engagement initiatives.
• Monitor operational performance against KPIs and Service Level Agreements.
• Analyze reports and statistical data to identify root causes of under‑performance and implement solutions.
• 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 expertise.

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 issues in a call‑center environment.
• Ability to type at least 30 WPM with accuracy.
• Strong time‑management, organizational, and prioritization skills.
• Flexibility to work various shifts, including days, evenings, and holidays.

Required skills

• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive).