Career Opportunity Role Title Team Leader, Experience Center - Contact Center
Purpose of role The Team Leader is responsible for the day-to-day leadership, coaching, engagement, and performance of an assigned team of Contact Center Representatives. This role ensures team members consistently deliver high-quality customer experience while meeting established service, quality, productivity, and compliance expectations. The Team Leader executes departmental strategies (as outlined by the department Director and Manager), supports operational change initiatives, and serves as the first point of leadership support for frontline employees and customer escalations.
Job Description Key Responsibilities Team Leadership, Performance & Development Lead and develop a high-performing team of Contact Center Representatives, ensuring individual and team service, quality, productivity, and compliance expectations are consistently achieved
Provide ongoing coaching, feedback, and development through regular huddles, one-on-one meetings, development planning, and goal setting to build employee capability, accountability, and engagement
Monitor individual and team performance metrics and provide timely coaching, feedback, and performance improvement plans to support employee success and achievement of established operational standards
Manage day-to-day employee performance, attendance, conduct, and workplace concerns for assigned team members. Escalate complex, sensitive, or higher-risk employee relations matters to the Manager and Human Resources, as appropriate
Participate in recruiting, interviewing, onboarding, and developing Contact Center Representatives while fostering a positive and inclusive team culture that supports retention and employee success
Create and maintain a high-quality work environment that encourages participation,



learning, collaboration, creativity, and accountability
Operational Service Delivery Manage the day-to-day operations of the assigned team and take timely action to address service, quality, productivity, and workflow gaps within established authority levels
Manage attendance and schedule adherence for assigned team members while partnering with Workforce Management to support operational requirements
Collaborate with the Quality team to reinforce established quality standards through call reviews, live side-by-sides, coaching, and follow-up actions
Guide representatives in delivering accurate, professional, and productive customer experiences, including one-and-done service where applicable
Coach representatives to promote available digital platforms and support frontline troubleshooting within established processes
Act as the first level of leadership support for customer and operational escalations (when necessary). Resolve issues within established authority levels and elevate complex, high-risk, or systemic matters as appropriate
Continuous Improvement & Reporting Monitor team-level results and provide leadership with accurate reports, summaries, investigations, risks, and observations related to assigned team operations
Identify frontline operational challenges and process improvement opportunities and provide recommendations to management




Support the implementation of approved process improvements within assigned teams and monitor adoption, employee understanding, and operational impact
Build effective working relationships with internal partners to support timely issue resolution and effective service delivery
Change & Project Support Champion departmental change initiatives by preparing, coaching, and supporting assigned team members through process, technology, and organizational changes.
Provide frontline operational expertise and participate in projects and initiatives impacting customer service operations, including user acceptance testing, business validation, regression testing, training support, communications, and readiness activities
Communicate employee feedback, customer impacts, operational risks, and implementation considerations to project and departmental leadership
Support implementation and stabilization of approved changes within the assigned team, while maintaining day-to-day service expectations
Key Qualifications Education (minimum required): College Diploma or University Degree is an asset
Experience (minimum required): Minimum five years of progressive experience in a contact center environment, including demonstrated frontline leadership, coaching, or supervisory experience
Insurance or financial services experience is an asset
Demonstrated leadership skills, including the ability to motivate, coach, develop, and manage performance within an assigned team
Sound judgment, discretion, accountability, and confidence when handling sensitive employee and customer situations
Strong problem-solving and analytical skills to interpret team results, identify operational concerns, and recommend appropriate actions
Demonstrated ability to lead employees thro

#J-18808-Ljbffr

📌 Team Leader, Experience Center - Contact Center (Ontario)
🏢 Foresters
📍 Ontario