Team Leader – Bilingual Client Services (English & French)

About the role

We are looking for an experienced Team Leader who is fluent in English and French to manage a group of bilingual Client Service Representatives. The team handles customer interactions via chat and inbound voice channels, delivering high‑quality support across multiple client programs.

Key responsibilities

• Lead, coach, and motivate a bilingual team handling chat and voice interactions.
• Conduct one‑on‑ones, team huddles, performance reviews, and develop career progression plans.
• Monitor daily operations to meet service levels, KPIs, staffing, scheduling, and productivity targets.
• Handle real‑time escalations and coordinate with Workforce Management and Operations for resource optimization.
• Drive customer satisfaction through quality coaching, trend analysis, and action‑plan implementation.
• Track performance metrics such as NPS/CSAT, quality scores, service level, AHT, productivity, attendance, and first‑contact resolution.
• Prepare operational reports and act as liaison between frontline teams and senior stakeholders.

Required profile

• Bachelor’s degree or equivalent experience.
• 5‑6 years of experience in a contact‑center or BPO environment.
• Minimum 3 years of people‑management or team‑leader experience.
• Proven experience managing chat and inbound voice teams.
• Strong understanding of service‑level management and quality assurance.

Required skills