Call Centre Retention Team Leader

Toronto, Ontario

The Team Leader will be responsible for supervising, coaching and motivating a team of Telesales Representatives.  The incumbent’s knowledge of small and medium business segment and its products, services and applications will allow him/her to have an advantage when closing sales in the business field.  

Main Responsibilities:

  • Motivate sales team and foster positive work environment
  • Ensure that all customer needs are met and go above and beyond expectations to ensure total customer satisfaction
  • Coordinate sales campaigns and incentive programs in order to increase sales performance, customer service and productivity
  • Analyze sales results to detect trends and recommend solutions to contribute in attaining individual sales goals and those of the team
  • Privilege a proactive approach by taking the initiative to resolve problems
  • Demonstrate leadership attributes
  • Manage workload by determining task priorities and set deadlines
  • Constantly demonstrate quality and excellence in duties and in choice of products and services
  • Show appreciation in regards to individual accomplishments within the team and as a whole
  • Efficiently work with others, promote open and honest communications and respect various point of views
  • Create and maintain a positive work environment within the team



  • Minimum of 3 years experience in a call centre
  • Post secondary education is an asset with at least two year experience managing teams
  • Customer service or sales environment experience
  • Strong understanding of internet technology
  • Ability to adapt communication style to obtain desired results
  • Ability to mobilize people in a way to make them adopt individual, social and organizational values
  • Ability to act as a mentor, guide and prime, while monitoring, coaching, analyzing and motivating a team of sales representatives
  • Ability to constantly focus his efforts on set objectives
  • Ability to work under tight deadlines and peak periods
  • Creative, ability to suggest new ideas and new ways of accomplishing tasks

Who you are: 

  • Follow directions well and does not need to be told more than once 
  • Works well under pressure 
  • Very responsible and organized 
  • A natural born leader 

Important details:

  • Work week of 40-44 hours
  • Shift timings are between 7 AM and 12 AM Monday to Sunday.

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