Job Description

POSITION PURPOSE



As a Contact Centre Team Performance Lead, you'll play a key frontline team lead role within our Contact Centre with a strong focus on customer service. You'll support day-to-day operations by guiding and empowering Contact Centre Agents to deliver exceptional service experiences. Whether stepping in on calls during peak times, coaching team members, or handling real-time escalations, you'll be a hands-on leader committed to driving performance, quality, and continuous improvement.



KEY RESULT AREAS & ACTIVITIES PERFORMED



Frontline Agent Support: Act as the go-to resource for agents during their shifts responding to product/process questions and providing real-time support. Call Handling: Regularly handle inbound calls and digital contacts to stay close to the customer experience and keep your product/process knowledge sharp. Escalation Pathway: Guide agents on when to escalate complex issues to Team Leaders or Management. Act as a filter and support point, but ensure critical matters are handled by the appropriate leadership level. Coaching & Development: Observe interactions, review agent performance, and provide real-time coaching and feedback to drive individual and team improvement. Data & Performance Monitoring: Analyze team reports and dashboards to identify trends, gaps, and opportunities. Use data to recommend actions, refine support plans, and improve service delivery. Workload Coordination: Support queue and workload balancing across your team during the day, ensuring smooth flow and coverage. Product Knowledge Expert: Stay up to date with systems, policies, promotions, and processes across all brands and regions. Collaboration with Leadership: Share insights with Team Leaders and Contact Centre Management to support larger performance initiatives and team development plans. Customer Experience Champion: Promote consultative service behaviors and a customer-first mindset across the team. Other Duties: Participate in meetings, project work, or ad-hoc support as needed to contribute to the Contact Centre's success.

EXPERIENCE



1+ years previous contact centre experience Comfortable using data and reports to shape decisions Calm under pressure and confident in high-volume service environments An excellent communicator and collaborator Familiar with Contact Centre systems and performance metrics Strong familiar with at least one TTC brand Sound understanding of Tropics and Genesys Familiarity with Salesforce preferred Proficient with computer systems including Microsoft O365

WORK ENVIRONMENT



Varying shifts including evenings and weekends and Public Holidays Extended hours during peak times possible

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.