Team Lead, Customer Service

Are you ready to make a difference in the telecommunications landscape?

At the Commission for Complaints for Telecom-television Services (CCTS), our goal is to provide impartial, fair and effective complaint resolution services, data and insights to telecom and TV consumers and service providers. We offer a free service to Canadians, and we need professionals like you to help us uphold our commitment to fairness and accountability.

Why the CCTS?

At the CCTS, we believe in the power of connection – both in the services we deliver and the talents we cultivate. We are more than just a dispute resolution company; we are innovators, and problem-solvers dedicated to ensuring positive experiences for telecommunication and TV consumers and service providers. If you are looking to make a real impact in a dynamic environment, you have come to the right place!

Your role

As the Team Lead, Customer Service you are integral to the culture and smooth functioning of one of our Contact Center. You are responsible for the hands-on leadership and support of a team of Customer Service Representatives (CSRs). You will monitor performance and set goals, provide guidance and coaching to your team, resolve escalations to ensure accurate and consistent service delivery across all contact channels, including phone and written communications.

Our ideal candidate

Our ideal candidate has strong ability to foster relationships, gain buy-in and inspire others to deliver their best work. They can plan their own work and the work of others to support an effective, positive, and engaging workplace. This candidate thrives on supporting their team, and ensuring they have the tools and resources necessary to succeed, while still comfortable to deliver difficult information and feedback to help staff grow.

Your responsibilities

• Answer all employee questions related to CSR job duties and Contact Centre responsibilities
• Monitor and report regularly on team performance
• Support the team by providing guidance, and effective feedback and coaching based on information collected through quality audits and observation, conduct regular performance check ins and annual performance evaluations, and address performance issues as per internal processes
• Monitor and track attendance, approve time off requests in the HRIS and report unpaid absences for payroll purposes
• Monitor daily workload and service level, distributing resources as required to respond to daily fluctuations
• Lead team meetings and calibration sessions
• Lead the initial training of new CSRs
• Responsible for the preparation of ongoing training and calibrations
• Respond to escalations from customers and service providers
• Contribute to the planning, creation, and delivery of webinars and informative articles for service providers (PSPs) and customers
• Identify themes and trends arising from complaints and escalate as needed
• Assist the Manager, Contact Center with various tasks, and support other special projects, as may be required from time to time.

Must-have magic

• You have a grade 12 high school diploma or equivalent
• You have supervisory or management experience, at least 4 years’ worth, or a combination of education and experience
• You have a minimum of 4 years’ experience in a customer service, preferably within a call center environment
• You have very strong communications skills, both verbal and written
• You have proven experience with building a strong work culture, keeping your team informed and motivated
• You have good knowledge and experience of MS365 products – Teams, Outlook, Word, Excel etc.
• You have previous experience working in telecommunications or television (that would be a great asset)
• You have a strong focus on providing excellent and timely customer service
• You are fluent in English and French, with excellent written and oral communications skills, and the ability to convey complex information clearly, and in a diplomatic and unbiased manner.

How to apply

Are you ready to embark on an exciting journey?

Be sure to polish your résumé and write a compelling cover letter to take advantage of this opportunity! Only candidates selected for an interview will be contacted. Your path to making a meaningful impact starts here.

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Accommodation

At CCTS, we value an accessible and inclusive hiring process for all applicants, including those with disabilities. If you need accommodations, please let us know by emailing mailto:hr-rh@ccts-cprst.ca when you submit your application. We request at least one business day’s notice before interviews or tests. Your comfort and accessibility are our priority, and we aim to support all applicants in showcasing their talents.

Commitment to Diversity, Equity and Inclusion:

At CCTS, we are dedicated to building a diverse and equitable workforce that reflects the communities we serve. We believe diversity strengthens our organization and enhances our ability to meet the needs of those we support. We are committed to providing equal employment opportunities for all, without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We promote practices that celebrate the unique perspectives of everyone and invite applicants from all backgrounds to help us create a welcoming environment where all contributions are valued.

Artificial Intelligence

In our recruitment process, CCTS uses tools that meet the definition of artificial intelligence (AI) as outlined in the Employment Standards Act. We use a mix of these tools, and human skills to support effective and defensible recruitment decisions.