Team Lead (French/English Bilingual)

About the role

IntouchCX is seeking a bilingual Team Lead to guide a group of Customer Service Representatives (CSRs) in delivering high‑quality support for its partners. The role requires fluency in French and English and a solid understanding of partner brands, products, and processes.

Key responsibilities

• Supervise and coach CSRs to ensure consistent, high‑quality customer interactions.
• Maintain and improve operational performance against KPIs and Service Level Agreements.
• Analyze reports and statistical data to identify root causes of under‑performance and develop corrective actions.
• Motivate the team through real‑time coaching, relationship building, and incentive programs.
• Coordinate staffing schedules with Operations Support and Workforce Management.
• Collaborate with HR, IT, and other departments to resolve issues.
• Participate in partner meetings, providing operational insights and recommendations.

Required profile

• High school diploma or equivalent; post‑secondary education in Business is a plus.
• Fluent in written and spoken French and English.
• 1‑2 years of contact‑center experience, including at least 1 year in a supervisory role.
• Experience handling escalated customer issues.
• Ability to type at least 30 WPM with accuracy.

Required skills

• Google Suite (Sheets, Slides, Docs, Drive).
• Spreadsheet applications for operational reporting.

What we offer

• Opportunities for professional development and career progression.
• A collaborative, values‑driven culture.