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.

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

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