Team Lead – Customer Service Supervisor

About the role

IntouchCX is seeking a Team Lead to guide a group of Customer Service Representatives (CSRs) in delivering high‑quality customer interactions. The role blends people management, performance monitoring and operational reporting to ensure partner expectations are consistently met.

Key responsibilities

• Manage and supervise CSRs, ensuring consistent service quality.
• Provide 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.
• Develop solutions and incentive programs to improve business performance.
• Coach teams in real‑time and motivate through relationship building.
• Coordinate staffing schedules with Operations Support and Workforce Management.
• Collaborate with HR, IT and other departments to resolve issues.
• Participate in partner meetings with expert knowledge of products and promotions.

Required profile

• Post‑secondary education or degree in Business (or equivalent experience).
• 1‑2 years of contact‑center experience, including at least 1 year in a supervisory role.
• Experience handling escalated issues.
• Ability to type at least 30 WPM with accuracy.
• Strong time‑management, organizational and prioritization skills.
• Capability to work independently and within a fast‑paced team environment.

Required skills

• Google Suite (Sheets, Slides, Docs, Drive) – basic knowledge.
• Proficiency with spreadsheet applications for operational reporting.