Toronto, Ontario

Team Lead – Bilingual (French/English) Position

Summary of Duties:

The Team Leader is responsible for managing, coaching and developing a team of Telesales Representatives handling inbound or outbound calls.  The Team Leader is a key resource for the delivery of sales targets and must ensure that their team members have the product knowledge and/or sales techniques to achieve these objectives.

Main Responsibilities:

  • Provides supervision, coaches, trains, schedules, monitors activities, and participates in performance assessment of sales staff;
  • Motivates sales team and fosters positive work environment
  • Ensures that all customer needs are met and go above and beyond expectations to ensure total customer satisfaction
  • Coordinates sales campaigns and incentive programs in order to increase sales performance, customer service and productivity
  • Analyzes sales results to detect trends and recommend solutions to contribute in attaining individual sales goals and those of the team
  • Provide a proactive approach by taking the initiative to resolve problems
  • Ensure delivery of quality of service through call monitoring and complaint resolution
  • Coaching and mentoring of team
  • Work with QA team and utilize quality monitoring and any other supporting data to assist with coaching and feedback
  • Appropriately addressing human resource issues, such as attendance, interpersonal conflicts in the workplace and consults with Call Centre and HR Manager for guidance
  • Participate and/or lead in internal/client calibration sessions
  • Provide recommendations for improvement of processes and procedures
  • Conduct monthly and yearly performance reviews
  • Responsible for managing and producing daily, weekly, monthly and yearly statistics and KPI’s
  • Assist management with development of program and team goals
  • Assist with other duties, e.g. dialing, quality assurance when required
  • Assist with projects and other duties as requested or assigned


Skills and Qualifications:

  • Must have high school diploma with relevant work experience
  • Post secondary education is an asset
  • Excellent leadership skills
  • Strong communication and customer service skills
  • Effective and accurate decision making skills
  • Strong organization and planning skills


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