• 2353809
  • Inbound Service Team Leader (Contact Centre)


  • As soon as possible
  • To be discussed
  • About Your Next Career Move
    If you are an energetic, self-motivated and service oriented with some supervisory/training experience who is looking to learn and develop in a lasting career as a customer service leader, we have an immediate permanent and full-time opportunity for you.

    As a member of our supervisory team, you will leverage the value of your leadership skills in managing a team of up to 15 Customer Contact Representatives within our newest of three offices, located in Old Montreal. Reporting to the Director and Program Manager for the program, you will be accountable to lead and monitor your team in their pursuit of achieving the key performance indicators established and expected of our clients such as:
     Calls per hour (CPH)
     Average Handle Time (AHT)
     Call Quality Assessment Score
     Service Levels

    The successful candidate will possess a combination of proven skills and achievement in a customer service leadership role, call quality monitoring and management, running incentives programs, and general team management (attendance, punctuality, schedule management, coaching/training, and performance management).
    Your Qualifications:
     One (1) year minimum customer service leadership experience in operations, training, and/or quality assurance with a minimum span of influence being 10+ direct reports
     Comprehensive understanding of contact centre metrics and experience implementing process improvements from such
     Ability to navigate with ease within multiple contact centre applications simultaneously, and keyboard at least 30 wpm
     Strong loyalty to corporate process and policy
     Excellent communication skills in French and English
     Professional demeanor, and stellar telephone etiquette
     Proven ability to maintain and increase performance

    Your Benefits to Working with Us:
     Competitive compensation package earning up to $21.50/hr including personal & team performance bonuses
     Full-time position – 40 hours a week, flexible to work day/evening shifts (8:00 am to 8:00 pm) and some Saturdays as business requires
     First class product, customer service operational and leadership training
     Progressive benefits plan (Health Spending Account)
     A business casual office environment – dress to lead, not to code
     Opportunities for growth into program management in a rapidly expanding company.

    Optima Communications International Inc. is committed to providing accommodations for people with disabilities. Accommodations will be provided in all parts of the hiring process as required under Optima Communications International Inc. Employment Accommodation policy. Applicants need to make their needs known in advance.


  • Essential -  One (1) year minimum customer service leadership
  • Essential -  Comprehensive understanding of contact centre me

Knowledge and abilities

  • Essential - Speaking
  • Essential - Writing

Company description

About Us
Since 1992, we’ve established a sterling reputation in our industry as the call centre of choice by acting as a seamless extension of our client’s and their business – all leading corporations in financial, insurance, and business services.

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